Remote support can help greatly in resolving technology problems. However, sometimes the problem is not with the technology, but with the user’s understanding of it. By taking the opportunity to train the user, you can not only improve satisfaction, but also prevent future support requests. Whether walking through the problem on the user’s screen or presenting their own, support technicians need the right tools to be effective.
In addition, continuous training and knowledge sharing needs to occur with the support team itself. Today’s support teams are often physically dispersed, making solutions for virtual training more and more important.
Bomgar offers an effective means for technicians to instruct users or other team members, whether the situation calls for one-on-one training, one-to-few demonstrations, in-depth remote troubleshooting, or all three at once. Bomgar also allows multiple reps to collaborate within a session, allowing Subject Matter Experts (SMEs) to provide on-the-job training to less experienced technicians. And of course the Bomgar Appliance captures a log of every session, including video recordings that managers can review and use for future training sessions.
Bomgar is the top remote support choice for support organizations large and small, including:
“If a user wants to install a third-party application on their mobile device, or needs help setting up a virtual private network connection, we can support them by guiding them through the process with full access to their device and what they are seeing on their screen,”
“Bomgar really fits the business model of Carbonite with its delivery of anytime, anywhere support.”