SecureLink Customer Connect vs. HelpWire

Easily and efficiently support your customers. The number one indicator of customer satisfaction is time to resolution. SecureLink Customer Connect helps your technicians focus on supporting customers – not managing passwords, calling help desks, or troubleshooting IT issues. With a click from your case management system, one or more of your reps can immediately be working in your customer’s network with native access to RDP, web servers, databases, and any other resource. We give you a secure remote support platform for quick and easy access to your customers while reducing liability.

HelpWire is remote access software for Windows, macOS, and Linux. IT teams and technicians can start sessions by sending a link, so the remote user clicks it and joins without creating an account or entering credentials. When follow-up is required, unattended access allows technicians to return to devices later without involving the remote user again. Sessions reconnect automatically after reboots. To keep remote access responsive, HelpWire uses direct peer-to-peer connections by default, with relay fallback when network conditions require it. All sessions are encrypted with TLS and AES-256.