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Awesome Remote support software.
What do you like best about the product?
I like that I can save the customer computer for pending fixes and tag them for knowing what customer it belongs to.
Also the fact that i can transfer files and terminate services, see most specs of computer.
Also the fact that i can transfer files and terminate services, see most specs of computer.
What do you dislike about the product?
I actually dont dislike anything. It has everything I need to do my job.
What problems is the product solving and how is that benefiting you?
I remote into customers computers and try to resolve our program problems. The benefits are that the customer grants us access and they can disconnect anytime they dont feel comfortable.
Recommendations to others considering the product:
Dont bother with other software when this one can do most of what you need for business.
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Great for remote support
What do you like best about the product?
Enables tech support to control your system when they cannot identify the problem
What do you dislike about the product?
There is nothing I dislike from using it so far
What problems is the product solving and how is that benefiting you?
System problems and technical support
Reliable tool for tech screen share needs
What do you like best about the product?
I love having the ability to see what the customer is needing help with and being able to help them as efficiently as possible.
What do you dislike about the product?
Time consuming task when attempting to initiate a session with technological challenged individuals
What problems is the product solving and how is that benefiting you?
Inbound call technical support... Helps to resolve issues faster
Recommendations to others considering the product:
Highly recommended
Flexible and built to work smoothly during heavy workloads
What do you like best about the product?
This tool was certainly made with security in mind. When you are in a support session with a customer, all the activities and permissions given get logged in the audit log of the session. The video recording is a great plus and I appreciate it's also in high resolution. It's also compatible with enterprise-grade tools, such as Kerberos authentication and LDAP for user directory retrieval. For mission-critical organizations, the failover set up is also very nice and easy to setup. Last but not least, the documentation is very clear and well covered, and that is a great advantage over many tools of the industry. What I like most is that they really seem to hear the market, because when I get asked as a consultant about a feature, within a few clicks away I find it in the tool.
What do you dislike about the product?
If you size it incorrectly during the deployment into a hypervisor, it will take a lot of RAM and it might take a lot of resources to the point the entire hypervisor gets unusable. However, that scenario is not very likely, specially if you followed up the documentation properly.
What problems is the product solving and how is that benefiting you?
The granular permissions model and the audit log and video the product offers, is a great benefit for those customers that need to comply with heavy regulations, so when choosing remote support tools, this choice is an easy call on BOMGAR, because of this.
Recommendations to others considering the product:
When deploying the solutions, please make sure you have all the requirements mentioned in the documentation before attempting to deploy the appliance. Otherwise you will hit roadblocks and doing "ad-hoc" setups that will not be best practice when deploying the solution.
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.
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
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