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Remote Support and Chat Support
What do you like best about the product?
Ease of set up, ease of training and ease of use for support staff and use by clients.
What do you dislike about the product?
Nothing, great product. We have nothing about the product that we dislike and are currently reviewing expansion to an enterprise product.
What problems is the product solving and how is that benefiting you?
We are utilizing Bomgar as a remote support tool. We struggled for years with inferior remote tools with many issues. Worked well inside firewall, but not outside. Worked well for one format not others, didn't work at all.... Bomgar allows us remote support on campus, nationally and internationally as needed agnostic-ally through browsers. We were able to change our onsite support model completely using Bomgar, using a Bomgar first rule before dispatching onsite support significantly reducing our onsite support needs.
Recommendations to others considering the product:
Outstanding product
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Bomgar is a Fantastic Piece of Software
What do you like best about the product?
I really like that the software not only let's you view a customer's computer, but also let's you control the computer to walk customers through solving the problem that they might be having.
What do you dislike about the product?
The only thing is dislike is having to have the customer navigate to a specific site or their email to allow us access. This isn't really Bomgar's fault though as it is usually technically challenged customers that a struggle with this.
What problems is the product solving and how is that benefiting you?
Helping customers log in to different programs or sites that don't seem to be working correctly for them.
Remote access for the win!
What do you like best about the product?
Over the years we have used many different remote access tools and BOMGAR is the last tool we will ever buy. If you can afford getting into a B200, you wont regret it. This product offers robust sessions that keep live through quite a bit of various issues that would know off lesser agents, as well as keeping live AFTER a reboot. We love that it was easy to set-up as well as manage day-to-day. This solution allows us to also support cross platform including from Mac OS and from Linux (I used UBUNTU). we an separate out clients and queues from certain users as well as utilize canned scripts and chat.
What do you dislike about the product?
I wish that the barrier to entry was less. This system can set you back a bit. We also wish that this would offer a html 5 in browser client so reps could support people from a borrowed computer. It's a niche request I know, but then any computer can be a support computer!
What problems is the product solving and how is that benefiting you?
Remote Access to Servers
Remote Access to Workstations
Remote support
Remote Access to Workstations
Remote support
Recommendations to others considering the product:
Do the demo, it's worth it. Also, not sure if they are still doing it, but if you are a DELL KACE K1000 user we received two free licenses, we purchased the appliance but saved on the 2 seats (this saved us something like $2500)
One of the Few Products That Just Works
What do you like best about the product?
Rocksolid platform that does what it advertises, and does it well.
We use the product almost evenly between installed remote clients and ad hoc support sessions. Bomgar has continuously refined the web interface to make the ad hoc support experience a quick and easy process. Typically our ad hoc users are very non-technical and they can very easily download and start a support session on their browser of choice.
The Bomgar agent works well over lower bandwidth connections, and can automatically adjust the administrator experience (high color, black and white) depending on the end user connection speed.
Multiplatform support for both remote endpoints and the administrative console is done extremely well. Major updates are typically release twice per year (easily installed through the appliance HTTP GUI), and typically include new features that continue to differentiate the product. Once the initial configuration of the appliance is done, there is very little care needed to run the platform.
We use the product almost evenly between installed remote clients and ad hoc support sessions. Bomgar has continuously refined the web interface to make the ad hoc support experience a quick and easy process. Typically our ad hoc users are very non-technical and they can very easily download and start a support session on their browser of choice.
The Bomgar agent works well over lower bandwidth connections, and can automatically adjust the administrator experience (high color, black and white) depending on the end user connection speed.
Multiplatform support for both remote endpoints and the administrative console is done extremely well. Major updates are typically release twice per year (easily installed through the appliance HTTP GUI), and typically include new features that continue to differentiate the product. Once the initial configuration of the appliance is done, there is very little care needed to run the platform.
What do you dislike about the product?
System upgrades require the upgrade of the endpoint remote agent. This can sometimes cause issues if a client is offnet for an extended period time, and then needs assistance. The client must be update for the remote agent support to be available. Typically this process occurs quickly, but can start a support session of on a shaky start.
What problems is the product solving and how is that benefiting you?
Remotely supporting both our internal company endpoints, as well individuals that are external to our company.
We can very easily remotely support a distribute internal company workforce. Approximately 30% of our workforce works from home offices. The remote support experience from an administrator standpoint is the same whether the endpoint is in our offices, or at coffee shop.
We can very easily remotely support a distribute internal company workforce. Approximately 30% of our workforce works from home offices. The remote support experience from an administrator standpoint is the same whether the endpoint is in our offices, or at coffee shop.
Recommendations to others considering the product:
Licensing is based on concurrent users. We have been able to successfully use 3 licenses amongst 6 IT workers through the use of the administrative console's activity timeouts. Review and understand your support process before attempting to purchase 1:1 licensing.
Efficient and effective support mechanism
What do you like best about the product?
The ability to deploy links directly to end users and use them repeatedly.
What do you dislike about the product?
Sometimes there seems to be issues with shadowing and multiple monitors (specifically to Wise terminals)
What problems is the product solving and how is that benefiting you?
We are trying to solve the efficiency and efficacy of the support teams. To allow them to work more cohesively and collaboratively. We are trying to drive the end users to initiate the contact via the Bomgar desktop "easy" button. We are also looking at integration with our IT service platform to allow direct connection through that portal.
Recommendations to others considering the product:
Try it, then get it. You'll be glad you did. The product only keeps getting better. I have moved on to another department, but we still use this product. I am not as active as I was when I was on the support desk, but being a "customer" of the support center now, I can tell you that it is absolutely the best product that I have used. The end user experience is fantastic.
Great remote support tool
What do you like best about the product?
I love how easy Bomgar is to use. We also love having the ability to connect with people that aren't in our organization. There are tons of times where we need to support remote employees and customers, and Bomgar has never let us down.
What do you dislike about the product?
There really isn't anything I can think of to dislike. The price is always a bit high, but for what you get, it's fair.
What problems is the product solving and how is that benefiting you?
We have had many times where a technician is out in the field and needs help. We are able to connect to them and fix an issue remotely and much more quickly than trying to talk them through a solution. We have also had times where outside vendors needed to see something and we were able to present to them our screen. Also, we have had outside customers that needed help with something and we would have them go to our support page and allow us to connect to them. It has made for much happier end users and customers.
Recommendations to others considering the product:
I would recommend giving it a trial and seeing how much you can do with Bomgar. You can get the just buy the box, but also try the features with them hosting. We have used both and it hs worked well for us.
Bomgar, Need I say more?
What do you like best about the product?
The best thing I like about Bomgar and using it for remote support is that I can remote to customers that are outside my intranet. I used to have to try and explain what I wanted them to do and it always gave me a headache and I would wish that the tech existed to slap people through the phone. Now Bomgar has made me a more relaxed and professional person I know longer want to slap people through a phone, AND I can take control away from those people who just don't understand that when they move the mouse it takes control from me...I still kind of want to slap those ones through the phone.
What do you dislike about the product?
The only thing I don't like is when you are inactive in Bomgar it will interrupt what you are doing and tell you so. I can tell you how many times I have been in the middle of something and it has popped up and taken attention away from what I was doing. The worst is when you are typing and you don't see it pop up so you keep on typing and 20 minutes later you want to die.
What problems is the product solving and how is that benefiting you?
The main business problems we are solving is that of being able to more reliably remote to customer's computers. We used to use SCSM and it never really worked all that well and definitely didn't work off the intranet.
Recommendations to others considering the product:
Just get it!
Fantastic product with an incredible feature set and great support!
What do you like best about the product?
I absolutely love the Jump Client functionality and Mobile Rep Console - I can support any of my systems from anywhere as long as there's an Internet connection. Their most recent release added an HTML5 web console as well, so now I don't even need the full client software!
What do you dislike about the product?
Really not that much - per-agent pricing is a bit high for my tastes, but they use concurrent licensing instead of per-seat licensing so it takes some of the sting off.
What problems is the product solving and how is that benefiting you?
Quick and easy remote access and management - I can get to any of my systems from anywhere. One of the biggest benefits we've had is that our speed-of-support has skyrocketed. We can generally be on a user's system in seconds after the call starts, see exactly what they're seeing on the screen and/or walk them through a question or fix, and have them back to work in minutes. No more onsite visits or appointments to fix issues, we're real-time now.
Recommendations to others considering the product:
If you're looking to offer responsive remote support, look no further. This system does it all, plus some.
Bomgar - How did we make it without you?
What do you like best about the product?
I love the fact that Bomgar is constantly evolving and improving their product to fit the many needs of those who use it. They are also very open to ideas from their customers and should something need attention, their support is top notch. Security is one of the biggest features Bomgar has to offer. They are leaps and bounds above the competition. That goes a long way with our end users who are already concerned with remote access. Bomgar makes us look good and secure. That means a lot in today's ever-changing world of technology.
What do you dislike about the product?
Pricey but you get what you pay for and that makes it worth every penny.
What problems is the product solving and how is that benefiting you?
We are able to resolve end user issues, train on new software, do standard computer maintenance and being an on-tap resource for end user questions. We have realized this is the end all solution for allowing outside vendors access, administrator control over servers, chat relay for student helpdesk and support,
Recommendations to others considering the product:
While their may be cheaper or even free options when it comes to remote managment, look at Bomgar as a way to not only do more but with the security involved, you have the added benefit of reassuring your end users information will not be compromised. You also have a video and chat history in the event you need to re-visit a remote session. Bomgar is more than remote sessions. It's how we do business.
Bomgar For Small Business
What do you like best about the product?
Ease of use and high level of security for customers.
What do you dislike about the product?
Not the cheapest solution. Support is more difficult to access since company became Beyond Trust.
What problems is the product solving and how is that benefiting you?
Remote services are an imperative for my customers I have grown my remote support business in to 33% of my revenue
Recommendations to others considering the product:
Business use only. Not an end user product.
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