by Liz Richardson published

Bomgar at HDI 2010

Once again, Bomgar headed out this month to the annual HDI Conference & Expo - this time in Orlando! HDI (Help Desk Institute) boasts the largest membership of IT Service and Technical Support individuals, with over 7,500 members worldwide. Their annual conference draws about 2,000 IT professionals, and we at Bomgar always enjoy being a part of the fun!

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by Justin Brock published

Video: Using an iPhone to deploy Jump Clients

Video: Using an iPhone to deploy Jump Clients

Here's a video on how to deploy Bomgar Jump Clients from your iPhone from one of our engineers. Jump Clients enable you to access unattended remote computers.

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by Sandra Hanna published

Why use Jump Client vs Jumpoint?

Jump Technology is Bomgar’s solution for supporting unattended computers and servers. It offers two modes of unattended access: Jumpoints and Jump Clients. This post is intended to clarify the difference between the two. The Bomgar Jump Client gives your support reps the ability to access unattended Windows, Mac and Linux computers. Jump Clients can be mass deployed, or deployed while you are in a session. Once installed, Jump Clients allow you to access the remote computers wherever they are.

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by Vicki Brown published

So How do Bomgar Customers Use Jumpoint & Jump Client?

When Sandra’s blog hit last week, my first thought was – how do Bomgar customers typically use Jumpoint & Jump Client? So I emailed a few customers & got some interesting responses. Some mentioned that they always wanted a better description of the differences, so….Bravo Sandra.

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by Nathan McNeill published

Another 10.5 Hint

One of the great things about Bomgar is that it gives the service desk a single console that supports a variety of customer’s platforms. We know that the support process doesn’t allow for a lot of monkeying around with several products supporting the same user. It’s for this same reason that we introduced Windows Mobile support several years ago and BlackBerry support over a year ago. That way, no matter what the user has a problem with, you can support it using Bomgar. We like it when decision trees have just one branch.

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by Sandra Hanna published

Equilibrium - Use it to Reduce Customer Wait Time

Using manual methods to balance the representative’s chat sessions takes time and resources, and it usually doesn’t work that well. There are just too many variables to achieve any real efficiency from manually load balancing. To make your Support Team efficient and reduce customer wait times, Bomgar developed an automated balancing solution called Equilibrium. Equilibrium is available with a Bomgar Enterprise License beginning with version 10.4. With Equilibrium, you can manage your Support Team’s efficiencies by automating the load balance of chat sessions and ensuring everyone’s workload is evenly distributed, or at least the chat workload. Equilibrium also allows you to understand your customer’s wait time within a certain team.

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by Vicki Brown published

So How Are Bomgar Customers Using Equilibrium?

Sandra did it again! She blogged about one of those lesser known features of Bomgar, Equilibrium, & it begs the questions – how are Bomgar customers using Equilibrium & what has it done for them lately? Since Equilibrium is a newer feature for Bomgar customers (released in version 10.4 last November), combined with the fact that it is lesser known, we found fewer customers using this cool feature. Let’s see if there’s something we can do about that!

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by Nathan McNeill published

A Hint at What’s to Come

Customers are always asking for something. With a few notable exceptions, what they ask for is always good. For every customer who wants us to make it easier to spy on their daughter’s social networking, there are a hundred customer requests for features and functionality that would improve productivity and the end customer’s experience. This makes it hard, sometimes, for us to filter through the multiple gradations of “good idea” and pick the things that we think are going to make the greatest impact for the greatest number of our customers. Don’t get me wrong, you are all the greatest…but still. Forget noise. Our problem is too much signal.

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by Nathan McNeill published

One Last Hint for 10.5

Many years ago, Bomgar made the decision to go with an appliance model. It hasn’t let us down. By packaging our solution together with all of the supporting software and hardware it needs, we can do more to ensure the stability, security, and orangeness of our product’s deployment. When we give Symantec access to our product after major releases to perform a security assessment, they have insight into a much higher percentage of the risk variables than if Bomgar used a software only model installed on independent server environments.

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by Sandra Hanna published

We Outgrew our Homegrown Remote Support System

Mitch Bryant is the Support Manager for Norton Healthcare and the author of “Bridging the Gap to Your Customer”. Sandra McKinsey is the Online Support Manager for Bomgar. Mitch: “After embarking on this long journey to get a remote support solution to replace our homegrown systems, I wanted to help other people with their journey. Our old tool worked great, but we simply outgrew the system. We needed something that was reliable and available 24/7. With the homegrown system, it was also kind of like the old Star Trek series. If you saw the one about the "The Trouble with Tribbles", it felt like we just kept adding more and more Tribbles, everything just kept piling up, between multiple systems and versions, and different screen shots and error messages - well you see how it felt like the Tribbles were falling!!" Sandra: “Where do you find the most value from Bomgar?”

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