Bomgar as a "Lite" Remote Software Support Tool
December 15, 2014

Bomgar as a "Lite" Remote Software Support Tool

Nick Jastrebski | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise Licensing

Modules Used

  • All

Overall Satisfaction with Bomgar

Bomgar is used as a remote desktop support tool. It provides a portal so users can easily click your name and you can securely access their computer to help them with any issues they are running into on their computer. It can easily be used while you're on the phone with customer and is a quick easy way to connect to their computer with the simple use of a web browser.
  • Let's inexperienced users connect to a support technician.
  • Provides multiple ways for users to connect to a remote technician via their browser.
  • Works across multiple platforms for compatibility (PC to Mac, etc.)
  • Offers a file transfer feature if files need to be exchanged.
  • Better remote access compatibilit with the Windows Security account manager, when SAM is encountered currently the screen goes blank.
  • Better file sharing ability, it is very slow compared to other file transfer forms.
  • Improve upon mobile functionality.
  • Bomgar has greatly improved customer service.
  • For users without any remote agent setup for quick assistance, Bomgar is our go to support tool.
  • Employees can quickly and easy troubleshoot minor problems remotely without the need to go onsite.
Bomgar compares favorably to WebEx, GoToAssist and other tools because of it's ease of use and the simple functionality extensions. Users can increase permissions once a support technician who they are comfortable with is securely connected to their computer. They can also disconnect quickly and delete all software as soon as the support session comes to a resolution.
The primary concern will be around mobile functionality as the need to support mobile devices continues to grow.
Do you have any other remote troubleshooting tools? If an agent is running on a computer that may allow faster access, but if users have no relation to the Bomgar support person they're calling it is a great feature to help support technicians quickly connect to end users who need help.