The Only Tool That Meets Our Needs
August 06, 2014
The Only Tool That Meets Our Needs
Score 10 out of 10
Vetted Review
Verified User
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.
Pros
- 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.
Cons
- 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.
Comments
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