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.

+ Read more

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!

+ Read more

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.

+ Read more

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.

+ Read more

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?”

+ Read more

by Justin Brock published

How Many Remote Support Sessions Before You Become Inefficient?

This photo Ian Jennings of Remote Computer Repairs posted on the Bomgar community today got me thinking. Remote support differs from traditional support methods in at least one obvious way: Remote support lets the support rep do more at once. Let's contrast remote support with phone support. For example, since Novell decided to migrate support requests to web-based chat and remote control, they have been able to increase support capacity without increasing resources. This has been made possible in part because with chat, "a support engineer can take as many service requests as they would like.”1

+ Read more

by Sandra Hanna published

Reducing Escalations Using Bomgar

Customers tend to escalate support calls if they sense that they know more about the problem than the support rep, or if there is some type of communication breakdown with the support rep.

+ Read more

by Sandra Hanna published

Five Bomgar Features that Increase Help Desk Efficiencies

Since most of you are Bomgar customers, I thought I’d point out some ways that your Bomgar software can be configured to further increase operational efficiency for your Help Desk. Of course, the core of Bomgar software is allowing your reps to control remote computers and other devices over the Internet or network to resolve incidents. Using Bomgar to support your Help Desk is proven to reduce first call resolution time and site visits.

+ Read more

Page 6 of 6 pages: First 456