The Only Tool That Meets Our Needs
Justin Critton | TrustRadius Reviewer
August 06, 2014

The Only Tool That Meets Our Needs

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Standard Licensing

Modules Used

  • 30

Overall Satisfaction with Bomgar

We use Bomgar to provide remote IT support to our clients across the nation. Bomgar has allowed us to be a successful managed support provider.
  • Recorded Sessions: Allows us to review our technicians work and protects us from false accusations.
  • File Sharing: Allows our technicians to easily share files with our customers when necessary.
  • Desktop Support: The remote support tools far exceed any other solution we have utilized in the past. We haven't found anything this software can't do.
  • I would like to be able to access "Pinned" sessions more quickly. Sometimes connecting to a workstation takes several seconds and we would prefer it be more instant.
  • I would like to be able to connect anonymously when we need to.
  • I feel we have been able to consistently provide faster service with the tools offered by Bomgar.
  • The faster service, in turn, has improved both customer service and employee efficiency.
We have used TeamViewer and a few other proprietary remote support applications. While TeamViewer is a very good tool, the pinned session organization is not as intuitive as Bomgar's, and the user management isn't there for the needs of a support desk like ours. I also feel the recorded sessions has been invaluable as it allows us to provide training when needed and protects our technicians from accusations.
We haven't used another tool that can meet our needs like Bomgar.
I can only speak for remote support as that is the only way we are currently utilizing the software. We haven't gotten into the presentation aspects of the software. With that said, the software contains everything a growing or enterprise support company could need.