When it comes to providing customer support, both Glance and TeamViewer are excellent options. But which one is the best for your business?
In this article, we'll compare Glance and TeamViewer, so you can make an informed decision about which tool is right.
We'll also give you an alternative to consider if neither is right for you.
Glance is a screen-sharing application that enables users to view and share their screens with others in real time. With Glance, users can easily collaborate on projects, provide remote support, and even join customers inside your app.
TeamViewer is a remote desktop application that enables users to view and control another computer from a remote location. With TeamViewer, users can easily provide support or access files and applications on another computer after having the software downloaded and installed on both computers.
Feature comparison: Glance vs. TeamViewer
Both Glance and TeamViewer offer a free trial, so you can try them both before you decide which one is right for you. Here are a few of the top features of each application to help you make your decision:
Some of the highlights of the Glance platform include:
- Cobrowsing: With cobrowsing, all participants can see the same web page or application in real-time. This is perfect for online customer support, sales demos, and training sessions.
- Video calls: An easy way to humanize your support sessions, video calls add a personal touch to your interactions.
- Mobile App share: With Glance, customers can have support agents join their Android or iPhone app to help guide them through any issues they may be experiencing.
Some of the highlights of the TeamViewer platform include the following:
- Remote device control: One of TeamViewer's most powerful features is the ability to remotely control another person's computer or mobile device. This can be handy for providing support or accessing files on a remote device.
- File sharing: TeamViewer also makes it easy to share files between two computers. This is perfect for collaboration or simply transferring files from one computer to another.
- Cross-Platform access: With TeamViewer, you can access a remote computer from any operating system. So whether you're using Windows, Mac, or Linux, you can still connect to a remote device using TeamViewer.
Pricing comparison: Glance vs. TeamViewer
Pricing is not very transparent on the Glance website. While they provide a free demo and trial account, there is no indication of how much the platform costs once you decide to sign up for a paid account. Glance customizes their prices to fit the needs of each business, so you will need to contact them directly for a quote.
TeamViewer is completely free for personal use. However, if you plan to use it for your business, you can expect plans to start from $400 and up, depending on how many users need to be licensed.
TeamViewer can easily be integrated with a number of third-party applications, including Salesforce, Zendesk, ServiceNow, Slack, and more. With one click, you can start a TeamViewer session from within your favorite CRM or help desk application.
Glance does not have as many integrations as TeamViewer, but they do offer some key integrations, such as Salesforce, Twilio, Genesys, Microsoft, and ServiceNow.
Depending on which applications you use most often, this could be a deciding factor in which platform you choose.
You should also keep in mind that while TeamViewer offers a lot of integrations, an installation on the end user side is required, making it a small barrier to adoption and generally not a viable solution for customer support (with the exception of managed service providers).
Glance is a great solution for businesses that need to provide support to their customers. With Glance, businesses can easily see what their customers are doing on their screens and provide them with step-by-step instructions on how to fix any problems they may be having. Additionally, businesses can use Glance to train new employees or provide educational materials to customers.
However, Glance is not designed for individuals or small businesses. For these groups, TeamViewer is a better option.
With TeamViewer, individuals, small businesses or internal IT teams can easily connect with each other and share screens. Additionally, TeamViewer offers a number of features that are specifically designed for those use cases, such as the ability to manage multiple computers at once and create custom reports. As a result, while Glance is a great solution for businesses, TeamViewer is the better option for individuals or MSPs.
Alternative to Glance and TeamViewer: Fullview
Fullview is the ultimate customer support platform, and our cobrowsing solution is definitely a better alternative to full remote desktop control for a variety of reasons – especially for SaaS companies.
Compared to TeamViewer, Fullview offers:
- Higher privacy: sensitive information is automatically blurred out during cobrowsing calls.
- Higher security: you can only access your software solution, not the whole desktop.
- Higher GDPR compliance: all data is store on E.U. servers.
- Less friction: no installs required for end users.
For customer support use cases, Fullview offers a significantly better experience for both agents and end users.
The main scenario where TeamViewer is a better fit is for remote troubleshooting from internal IT teams managing a fleet of owned devices.
Compared to Glance, Fullview offers:
- More data: Fullview automatically shows you user steps, console error, device information and more.
- Support integrations: use Fullview directly from your support software, like Intercom or Zendesk.
- Higher GDPR compliance: all data is store on E.U. servers.
- Additional context: on top of cobrowsing, Fullview gives you access to session replays and console information for full context into user issues.
Unlike Glance, Fullview was build specifically with a customer support use case in mind. Scenarios where Glance is a better fit would include mobile screen sharing (coming to Fullview in the next few months, but not yet live) and mobile camera sharing.
About doing customer support in Fullview
With so many unique features, SaaS businesses can resolve and diagnose customer issues in minutes instead of hours (or days). Not only does this allow businesses to create outstanding customer experiences, but it also provides significant time and cost savings. Some of the top features of Fullview include:
- Fullview Replays: If you've ever had a customer report a bug in your product, you know how frustrating it can be to try and reproduce the issue. Even if you are able to reproduce it, it can be difficult to understand what the customer was doing leading up to the bug. This is where Fullview Replays come in. Fullview Replays are recordings of user sessions that allow you to see exactly what the user was doing leading up to the issue. This makes it easy to diagnose bugs and issues and can even help you prevent them from happening in the first place.
- Fullview Console: Fullview Console is the solution to all your troubleshooting problems. With its real-time information on errors, warnings, and user steps, you can quickly identify issues and find solutions. You can also recreate issues and share them with your team. Fullview Console makes troubleshooting easy and painless.
- Fullview Cobrowsing: Fullview Cobrowsing makes it easy to cobrowse with your customers in real-time to solve problems together. With Fullview Cobrowsing, you can see what your customer is seeing, help them navigate your product, and fill in form fields for them.
Wrapping things up
When it comes to customer support, there is no one-size-fits-all solution. The right solution for your business depends on your specific needs and requirements. That being said, we hope this article has given you a better idea of what Glance and TeamViewer have to offer and how Fullview stacks up as an alternative.