Screen share means faster resolution means higher CSAT means higher renewal rate and higher bonus
July 22, 2018
Screen share means faster resolution means higher CSAT means higher renewal rate and higher bonus
Score 9 out of 10
Vetted Review
Verified User
Software Version
Standard Licensing
Overall Satisfaction with Bomgar Remote Support Software
Our company switched to Bomgar several years ago. Our Customer Support team used it to screen share with customers and it was much more accepted by our customers' IT team. Since then our professional services team and internal IT adopted. Our Development team can review the video recordings to see the exact situation the customer is encountering.
Pros
- Being able to collaborate when needed was great. I didn't have to share my screen via messenger with my teammate, but just have them get into the session.
- As a manager, it was good to be able to use the rep viewer when listening to calls for quality control (live) or recorded. And those recordings help our engineering team see what goes on too.
- The surveys from screen sharing give us another insight into the customer health.
Cons
- The reporting is a bit cumbersome. Having to cross reference the three reports before we can associate with CRM information.
- Greater acceptance of [our] customers' IT means fewer alternatives required and quicker resolution on support cases - so CSAT and NPS rise
We found Bomgar was much better accepted by customers' IT than GTA
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