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User review of Bomgar Remote Support

An amazing tool you have to have

- by Mark Fitzgerald

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
7out of 7
Superb
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

This tool is simple for both the agents and the customers to use. It completely lowers the barriers of support, speeds calls and leads to better resolutions. I love that remote control can be recorded, reviewed and improved upon.

What aspects are problematic or could work better?

The neat thing about the company is that they are continually improving. My complaints were resolved a long time ago.

What features/services would you like to see in future versions of this product?

I would like to see more video integrated into the tool allowing for a more personal chat process when it is wanted.

What specific problems in your company were solved by this product?

We need a cross platform tool that could remote devices in any location.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I advised the company to purchase it

How long have you been using this product?

3-5 years

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Higher Education

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

How did your company implement this product?

on premise

How long did it take to set up this product?

less than 1 day

How many people in your company actively use this product?

several employees

What is the primary use of this product in your company?

mostly B2C

PRICING & COSTS

What was the cost of implementing this product?

12000

What is your total annual cost for using this product?

3500

How long is your contract with the vendor?

Unlimited

FEATURE DETAILS

Basic Remote Support Features

Web-Based Technician Console
5
amazing
Two-Way Screensharing
5
amazing
File Transfer
4
very good
Multi-Monitor Navigation
4
very good
Reboot and Reconnect
5
amazing
Send Ctrl+Alt+Del
5
amazing
UAC Compatibility
4
very good
Clipboard Sharing
4
very good
Instant Chat
5
amazing

Security

Supports Any Operating System
5
amazing
Web-Based Solution
5
amazing
Multiple Invite Options
5
amazing
Firewall Friendly
5
amazing
SSL and 128-bit AES Encryption
5
amazing

Customization and Management

User Management
5
amazing
Rebranding
4
very good
Customer Widget
4
very good
Reports
4
very good
Browser Extensions and Apps
5
amazing
Desktop Plugin
5
amazing
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