Bomgar Review: Bomgar is Ragmob Spelled Backwards (that's a good thing)
Michael Pickens | TrustRadius Reviewer
Updated March 25, 2015

Bomgar Review: Bomgar is Ragmob Spelled Backwards (that's a good thing)

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise Licensing

Modules Used

  • B300

Overall Satisfaction with Bomgar

Back in the day (up until 2007 probably), we used CarbonCopy over p2p dial up. It was reserved for when a customer support issue was really, really bad and usually took longer to setup as solving the problem. Once some of the first companies to offer web based remote desktop solutions started popping up with free trials, I started experimenting and quickly talked the management team I was working for at the time into picking up a few licenses. Due to the cost, we found ourselves bouncing between providers and running out of licenses on a regular basis.

Then Bomgar came around. We managed the appliance, had quick access to all of our reporting, management and, analysis tools, and could didn't have to worry about shared logins or who's using whose license. Reps were encouraged to let the customers show them what the problem was. In return, reps were able to more effectively show customers how they were fixing their problems and could throw in some solid training pointers as well. We've also expanded Bomgar usage to our customer implementation and internal helpdesk departments.

The B300 hardware has been great too. Not a single issue since we deployed it about 4-5 years ago.
  • Easy connection to customers who require a more robust support experience.
  • Great for introducing customers to a new product!
  • Effortless connection for internal helpdesk issues.
  • The management UI (GP, user, and team sections specifically) could use a little improvement; it's all still quite useable though.
  • Shortened support calls.
  • Enhanced customer implementation.
  • More exciting training experiences.
We tried logmein and Citrix's remote control support products ages ago. For the price and the level at which we wanted to use them, they didn't really cut it. That was quite some time ago now though.
Self hosted Bomgar solutions probably wouldn't be the best for really small operations. (i.e. independent support providers with <5 employees and less than 50 endpoints being connected to on a regular basis.)

Using Bomgar

300 - Technical Support, Customer Integration, Training, Sales
2 - Basic Networking, LDAP, Group Policy, User management
  • Customer Support
  • Customer Training
  • Helpdesk
  • Automatically running macros that require a user to be logged in at the console level
  • Integration with KACE
We've had a solid relationship with Bomgar over the years and are happy with their products. A competitor would have to have some pretty outstanding, proprietary innovations to woo us at this point.

Bomgar Implementation