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The Most Comprehensive and secure remote support tool - BOMGAR
What do you like best about the product?
simple user interface for agent & customer
What do you dislike about the product?
nothing - its all good. They quickly acknowledge any enhancement requests and keep us updated with future product road-map.
What problems is the product solving and how is that benefiting you?
We increasingly have to support a wide geographically dispersed user base. With Bomgar remote support we can support those users anytime, anywhere, on any platform all without leaving our desks. As a tech support manager It is helpful to have the reporting and recordings for review. Some of our customers never come to campus so we can remote in and assist with computer configurations that were previously done in person saving travel time and costs. The big benefit is in solving issues without dispatching techs for basic desk side support. that helps improve the help-desk first contact resolution rate (FCR) and results in higher customer satisfaction ratings too. Today's versions allow my support agents to be anywhere also with the Bomgar mobile representative client. We don't need it often but when you can resolve an issue from your mobile device from where ever you are means not having to run out to find a computer and connect is priceless.
Recommendations to others considering the product:
Look at the big picture when comparing vendors. Bomgar has it all with extensive experience and innovation in the field of remote support solutions. No other vendor comes close to providing the comprehensive secure remote support solution that Bomgar does. The concurrent licensing model fits my needs since we have several shifts of techs we only pay for the # we need to actually use at any one time.
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Secure, feature-packed remote control
What do you like best about the product?
I like the fact that it's very secure and reliable. Sessions are easy to start and I like the fact they are logged.
What do you dislike about the product?
I suppose the main thing that I dislike is the cost per license. With an organization as big as ours, Bomgar licensing can be quite costly.
What problems is the product solving and how is that benefiting you?
We meet HIPAA requirements using Bomgar Remote Support. Bomgar sessions are very secure which satisfies our IT security guidelines.
Bomgar Remote Support
What do you like best about the product?
Bomgar remote support is amazing, I am able to troubleshoot any computer anywhere inside or outside my environment, integrate it with my support system and take remote control over mobile devices to better serve our users.
What do you dislike about the product?
I do not dislike anything within the product.
What problems is the product solving and how is that benefiting you?
remote support to save FTE costs outside the Home office locations state wide.
Recommendations to others considering the product:
POC and you will be amazed at the quality and ROI this product can give you.
Bomgar Secure Remote Access
What do you like best about the product?
Bomgar remote support provided multi layer security with SAML authentication, technician reporting and reliable secure access to clients systems with ServiceNow integration capabilities
What do you dislike about the product?
Chat support needs improvement to allow available hours for chat support
What problems is the product solving and how is that benefiting you?
Reliable secure remote support assistance to our clients. We now have reporting capabilities that can track our technicians remote support connections on a monthly basis
Recommendations to others considering the product:
It is the industry standard and now provides mobile report assistance as well
Bomgar is a life saver
What do you like best about the product?
The ability to support our internal and external users and our servers from anywhere. Bomgar is easy to use from a IT support standard and our users find it simple to connect their devices to the site for support. We can support Surface tablets or Samsung phones with ease and solve problems quickly without requiring remote users to come to the office.
What do you dislike about the product?
There are some functions I would prefer to see, but there is nothing I dislike and Bomgar listens to its users and continues to improve the product.
What problems is the product solving and how is that benefiting you?
Remote user support is the biggest one, we also can pin our servers in Bomgar and access them remotely and securely. We can then fix issues without having to come into the office at 3AM.
Excellent Remote assistance program
What do you like best about the product?
Easy to user, great interface to look and take over customer computer. Good tools for communication with customer and ability to transfer and run files from your location to theirs is fantastic.
What do you dislike about the product?
Honestly there isn't much to dislike, it works like it should.
What problems is the product solving and how is that benefiting you?
I work in Customer Service and Technical support for remote clients, it helps quite a bit to be able to remote into their PCs and show them exactly how to fix something, or be able to visually see what a customer is having problems with. Being able to take control, or send them a note if you are not connected by phone as well, is a nice touch.
Recommendations to others considering the product:
Easy to use, even for first time users and non technical users
Best Remote Support Software
What do you like best about the product?
Bomgar is very simple to use on the front-end. Outside of the configuration on the appliance, I have yet to try any other software that does a better job at remote managing client PCs. Having a user click on a link and opening the portal is fairly straightforward, and once I am logged in I can get to work. Also, I can send users a direct link to a support session if I wish.
What do you dislike about the product?
There are some quirks when new operating systems are released. Usually with Windows dealing with User Account Control. Also, there are times where I experience random disconnects or can't get back into a client PC after a reboot. Sometimes the software can be a little clunky, but a lot of that depends on how fast your internet connection is.
What problems is the product solving and how is that benefiting you?
Bomgar has helped us reduce the amount of windshield time and travel costs to our remote locations where end users are. We also can pin rarely-used but always on machines to a list for easy access. Being able to just jump into a PC within our network on a whim has made my life substantially easier, because it keeps me from being on the phone a lot as well.
Recommendations to others considering the product:
Trying out the product is a must. I feel that even though we use an on-site appliance, it still is probably one of the most reliable systems out there for remote support. I have tried competitors and I keep going back to Bomgar.
IHG Bomgar Support Review
What do you like best about the product?
Fast contact with Bomgar representative and I love the screen syncing method.When you speak with the most knowledgeable representatives, you get better results and more questions answered.
What do you dislike about the product?
The program is good but some of the representatives that you are assigned with are nonchalant depending on shift
What problems is the product solving and how is that benefiting you?
They answer alot of front desk questions just by syncing the screens together
Recommendations to others considering the product:
The representatives that are 3rd shifters could be a lot more in tune with callers not just nonchalant
Excellent remote support tool.
What do you like best about the product?
I like the fact that you can pin devices and create and organize it this way you don't need to type IP address or name or the computer or server you just need to double click on it. the option to invite other representatives to join your session or share your session with other support teams out of your company by creating a session key or a url link. Also you can see who if other members of your company are logged in. you can sen messages to the remote computer you're connected with this way you have communication with the user. I like that you can transfer files especially when your are working with someone out of your company network and the system info tab is very helpful
What do you dislike about the product?
I don't really dislike anything. maybe just the fact that if you're working out of your company network you have to go through extra steps to log in. other think that can improve is the option to block the user to take control of the compute when you are working on.
What problems is the product solving and how is that benefiting you?
To connect remotely to any computer. you save time since you don't have to move around offices. you can do everything from your own office even from home, as long as you have internet access you can log in from anywhere. easy way to connect and friendly for remote user.
Recommendations to others considering the product:
Excellent tool for remote access.
Great Remote Access Tool, at times a bit resource intensive
What do you like best about the product?
Remotely access user machines at ease, minimal client installation/permissions required. Saves time from having to visit user workstation manually.
What do you dislike about the product?
Resource intensive often slows down workstations significantly when I remote in. Could benefit from being a leaner program
What problems is the product solving and how is that benefiting you?
Remotely supporting and fixing user issues without need to physically touch workstation
Recommendations to others considering the product:
Resource intensive but easy to use
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