Making our owners and users happy
Lew Pollock | TrustRadius Reviewer
Updated June 03, 2015

Making our owners and users happy

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise Licensing

Overall Satisfaction with Bomgar Remote Support Software

Bomgar has allowed us to support a large sales force in 5 states. The support includes laptops and phones for those external employees as well as the entire internal staff in four offices. It allows us to share IT resources and assists us in supporting our users after hours or on weekends without having to be planted in the office. We used a software application to do this before Bomgar, however, the Bomgar appliance allows us flexibility and the ability to do things like presentations that software never was able to give us. It paid for itself as we can assist the President of our organization remotely. We can jump to his home computer and help him at any time especially when he is in a crisis. It has eased his mind and made him aware of the support we can give the rest of our employees.
  • Remote control and support
  • Ability to share a support ticket with multiple IT people in multiple locations seamlessly.
  • Ability to get system information on any piece of equipment once its attached.
  • The ability to pin devices that we support on a more regular basis, including user computer and servers.
  • Sometimes the chat function is confusing.
  • The ability to copy files between two or more support sessions instead of using my computer as an in between step.
  • Better service from the IT department as we can remotely access any computer or Samsung smart phone as long as our employee has internet access.
  • Better and easier support for our ownership (BIG PLUS)
  • Ability to share devices and collaborate on support calls allows us to spread our IT knowledge out over three offices and support users in any state.
I dont remember the software service we used to use to do remote support. Bomgar is far easier for our end users then the software was and we have almost never had an issue where a user could not connect to our Bomgar device unlike the software. The cost per seat is approximately the same but the added features such as collaboration, file transfer and presentations were not available from the service.
I cannot think of an issue with our environment. However in larger environments the questions should be asked about licenses per console, does a organization need to and does Bomgar have the ability to cluster appliances,

Using Bomgar Remote Support Software

It has become an integral part of our daily IT support habits and our users feel comfortable connecting through the web site. Unless the price per license on renewal was to skyrocket, I can not think of a reason not to renew.

Bomgar Remote Support Software Implementation

Some of the implementation tasks we needed Bomgar support to assist with. However, once they showed us what we were missing, the rest of the implementation went smoothly. Their support team is very good.
Change management was minimal
  • SSL Certificate
  • Customizing screens
  • Making sure it functioned properly with our firewall

Bomgar Remote Support Software Support

They are very responsive and are very easy to work with. When we have an issue they usually have a document or advice from previous experiences to quickly get us to solve an issue.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - As integral as the Bomgar device has become it is important to insure we have the best support and access to updates as needed.
When we were attempting to get the SSL certificate issued we had some problems but they were quick to get us easy to understand documentation to help us fix the issue. In addition, we had a network card go our appliance and they worked with us and quickly replaced the device.

Using Bomgar Remote Support Software

Someone can easily log in and help supporting users with this. The users experience is also quite easy to connect and use.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Remote support
  • File Transfer
  • Chatting with users
  • Chatting with users can be confusing
  • Clearing annotations
Yes - On most devices very well, I had some issues with my Samsung phone on the representative console but I know they have fixed many over time and will correct the remaining issues as well.

Bomgar Remote Support Software Reliability