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.
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.
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