Making our owners and users happy
Updated June 03, 2015
Making our owners and users happy
Score 9 out of 10
Vetted Review
Verified User
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.
Pros
- 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.
Cons
- 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.
Using Bomgar Remote Support Software
Bomgar Remote Support Software Implementation
- Implemented in-house
Change management was minimal
- SSL Certificate
- Customizing screens
- Making sure it functioned properly with our firewall
Bomgar Remote Support Software Support
| Pros | Cons |
|---|---|
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.
Yes - Yes
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
| Pros | Cons |
|---|---|
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.
Comments
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