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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.
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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
Only way to support remote customers
What do you like best about the product?
Instant access to all my customers with complete unattended control.
What do you dislike about the product?
It will not make my morning coffee, so pretty much nothing.
What problems is the product solving and how is that benefiting you?
Provide support for hundreds of customers with minimal staff
Recommendations to others considering the product:
Think about security, control, and ease-of-use.
BOMGAR is a time saver
What do you like best about the product?
The ability for our techs and myself to try and troubleshoot something in our remote offices without driving there for every little issue.
The Bomgar button! A desktop icon that takes users directly to the help queue so an IT member can help them.
Jump Clients: if installed allows IT to remote into any PC without user interaction.
Having different levels of IT users for the representative console.
Having Personal queues to help users as well as a general. (you can actually give your user a button that will go directly to a certain member of IT)
The Bomgar button! A desktop icon that takes users directly to the help queue so an IT member can help them.
Jump Clients: if installed allows IT to remote into any PC without user interaction.
Having different levels of IT users for the representative console.
Having Personal queues to help users as well as a general. (you can actually give your user a button that will go directly to a certain member of IT)
What do you dislike about the product?
Setting up the console settings is very lengthy due to all the options. I feel like they could be grouped better somehow, although i wouldn't really want to give up the granularity it offers
What problems is the product solving and how is that benefiting you?
We are saving lots of time by trying to help a user right from our desk before we drive out to their site. Having the ability to switch user and stay connected is also a great feature that lets us perform admin tasks.
We are also using this to have clients show us what they are seeing without having to be at their desk.
We are also using this to have clients show us what they are seeing without having to be at their desk.
Recommendations to others considering the product:
If you currently don't have remote support in place this is the ticket. There are so many great features like desktop buttons that take users directly into the help queue, or jump clients that allow admins to take control of any machine a jump client is installed on..
We use Bomgar as a backup remote tool.
What do you like best about the product?
Bomgar is a very quick and reliable connection remote connection. It is very easy to use on both the on the support side and the users side.
What do you dislike about the product?
on a multi-monitor setup you cannot see both monitors at once. You have to switch between to the two
What problems is the product solving and how is that benefiting you?
We use Bomgar as a backup remote tool to connect to end users when our initial tool fails. It is very reliable and easy to connect.
Recommendations to others considering the product:
Bomgar is great. It's easy to use and makes for a quick connection.
East basic Remote support tool
What do you like best about the product?
Bomgar is easy to use. I never used any of the others because they were more complicated. It is easier connect without sending a request just having them navigate to our site.
What do you dislike about the product?
Sometimes it takes multiple steps to get approved to fully control the users computer. This is probably because of their security settings but its annoying. Would be great if they could just approve once.
What problems is the product solving and how is that benefiting you?
We are better able to support our remote users. We are also able to remote into mobile devices which we could not do before.
Recommendations to others considering the product:
Spend the extra for the landing pages and customization. Its really a deal breaker and makes it way easier then reading out codes or hoping to email a link to your users.
great application for remote help for all types of users
What do you like best about the product?
I can send a link via email to anyone worldwide to access their machine, company or privately owned. There is a way you can create a shortcut to be placed on someones desktop. So all they have to do is click the shortcut to activate the session with you. Very helpful.
What do you dislike about the product?
Sometimes when they have multiple monitors, it makes it hard to see.
What problems is the product solving and how is that benefiting you?
When someone can't use the vpn connection we can easily remote in and troubleshoot.
Recommendations to others considering the product:
Use the chat tool, it is fantastic for folks who can't get to a phone.
Loving our personalized landing page.
What do you like best about the product?
Personalized landing pages. No codes to give to users. Dual screens easy to navigate with no need for scrolling.
What do you dislike about the product?
Sometimes the connecting to our servers is a little slow. But this might be more of an us thing then the software.
What problems is the product solving and how is that benefiting you?
We are better able to connect with our customers and do not need to send links or long codes to connect as we did with previous software.
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