Third-party Zibis Group recently compared Rescue vs TeamViewer to see which remote support solution is best for supporting today’s remote, hybrid and flexible work. While Zibis does not endorse any one solution, the report dives into the capabilities that are most needed now and which solution delivers on them the best. Here are three reasons why Rescue is the clear winner, and a lot of little ones to seal the deal.

Table-setting: What organizations need now

First let’s take a step back and look at the world in which a best-in-class remote support solution needs to perform today.

During the pandemic and remote work, businesses saw an increase in cyberattacks primarily through phishing and other social engineering scams. As a result, companies are increasingly concerned about security, causing many to re-evaluate their current remote work solutions.

On top of that, as businesses shift towards a flexible work model, how we work will become far more complex. Where your employees do their work is up to you. In the office, in their home or on a boat – it’s less about where they work and more importantly about whether you are ready to support them so they can stay productive and drive the business forward.

From our experience, TeamViewer lacks many of the core capabilities required to meet the complex remote support needs of enterprise businesses. This can often result in security vulnerabilities, unplanned service interruptions and higher than predicted total cost of ownership – three areas that can easily compromise an organization from growing and thriving in today’s flexible environment.

Which brings us to:

Top 3 reasons Rescue beats TeamViewer – based on the new Zibis report

1. Security and More: Rescue helps protect against malicious actors.

In both solutions you’ll find security features protecting data in motion and at rest that meet industry standards: end to end 256-bit AES encryption, RSA public/private key exchange, TLS 1.2 for communication between endpoints, and SOC Type 2, GDPR, ISO27001 and HIPAA requirements. So for security processes and certifications, it’s a draw.

But malicious actors are getting smarter and cyberattacks like phishing and other social engineering scams have increased with remote and hybrid work. To protect your business and end users, Rescue goes beyond TeamViewer standard security with additional permissions and control features to protect against social engineering schemes with PIN code, domain name and enterprise validity.

– Source: Zibis Group Inc., Key Considerations and Differentiators When Evaluating a Remote Support Solution, 2021.

These additional security features protect end users from malicious actors mimicking your organization with similar domain names and website scraping by verifying that PIN codes to start remote support sessions originate from your account and ensuring that the domain of the support portal is valid.

“Rescue provides more focus on protecting end users from malicious actors.”

– Zibis Group Report

2. Reliability: Rescue is more stable than TeamViewer.

Zibis reports that TeamViewer users have experienced multiple documented connectivity issues that resulted in users not being able to access TeamViewer services, as well as phone system issues, inability to access TeamViewer online services, delays with service emails, issues with custom modules, degraded performance, issues with management console and Web API, login issues with online services, and issues with web monitoring, where page load and transaction monitors failed.

When employees and customers rely on you for support, you need support technology you can rely on to stay available. Holding a 99.99% uptime, Rescue has been a more stable platform with respect to availability and unplanned interruptions (9 for Rescue vs. 19 for TeamViewer) over the past 15 months. Again, that’s 19 service disruptions in 15 months for TeamViewer. More than twice what Rescue customers experienced.

“In short, a lack of availability for any solution means that productivity screeches to a halt…. Reviewing the past 15 months (at the time of writing), LogMeIn had fewer unplanned service interruptions (9 vs. 19).”

– Source: Zibis Group Inc., Key Considerations and Differentiators When Evaluating a Remote Support Solution, 2021.

3. Pricing: Rescue doesn’t nickel and dime customers.

At first glance, TeamViewer appears to offer more affordable options. But look closer and you’ll find all add-ons that add up. If you want to leverage integrations to tie your support to your workflows, expect to pay more than the online price tag. It’s a complex pricing system, and you don’t know what your final cost really is until you get a formal quote. Buyer Beware: if you’re a customer, version upgrades can result in a significant price jump and many TeamViewer customers report significant price increases at renewal.

Rescue pricing is simple and predicable. Instead of multiple tiers and add-on options, Rescue has one package that’s already built for the enterprise – no upgrades needed. Everything is included for every Rescue customer – there are no hidden costs. The only decision is whether to add mobile support. Rescue also includes complimentary training sessions for administrators to learn how to use the admin center and for technicians to learn the technician console, so you start seeing value from day one.

“TeamViewer pricing model seems significantly more complicated than the Rescue pricing model, which can be a significant pain point for customers.”

– Source: Zibis Group Inc., Key Considerations and Differentiators When Evaluating a Remote Support Solution, 2021.

And many more

While security, reliability and pricing are three of the most important factors when choosing a remote support solution, there are many more factors that impact your decision, depending on what your organization needs most. Here are a few more areas where Rescue wins.

Feature Sets

Unlike TeamViewer, Rescue doesn’t limit features to specific product versions or number of devices. Rescue also has more features for admins than TeamViewer.

Customer Service

TeamViewer customers complain about poor customer service. Just look at recent reviews on TrustRadius.

“TeamViewer - No Team in View. Don't waste time/money on this product.”

“[TeamViewer] Poor Customer Service - Fine Print Cancellation Policy - No Compassion”

“[TeamViewer] Does what it's supposed to, but support and other policies would prevent me from going back”

Event Logging

With Rescue, capturing historic event logs and 4 years of historic data is automatic. You don’t even have to think about it. With TeamViewer, this is optional, so effort is required.

Single Sign-on (SSO) Integration

SSO is available to all Rescue customers. TeamViewer only offers this critical functionality to Tensor customers . You shouldn’t be forced to upgrade to secure your business.

Ease of Use for the End User

Rescue offers multiple connection methods so that you can choose the one(s) that best suit your end user’s workflow, versus just one for TeamViewer.

Multi-Session Limits

Rescue doesn’t limit you. You get unlimited concurrent sessions. TeamViewer only allows for 3 max on its Corporate plan.

Reporting

Rescue provides more options for reporting, which can be leveraged to improve business metrics and agent productivity.

Channels / Service Queues

Rescue is better suited for organizations that provide recurring support to groups of end users. Service cases never expire in Rescue, whereas they expire in 24 hours in TeamViewer.

Ultimately, making the best decision for your organization comes down to understanding the differences between remote support solutions and what they have to offer to meet your business requirements. Download the Zibis report for a comparative assessment of Rescue vs TeamViewer to help you understand the differences.

About Zibis Group, Inc.

Zibis Group is a leading source for market research and advisory services on the Information and Communications Technology (ICT) industry and related sectors.