Though customers may initially select your product based on its features, what keeps them loyal is the service they receive post-purchase. When a customer has an issue, it’s imperative that your support team can use remote support to quickly diagnose and fix the problem and get the customer back up and running.
Unfortunately, many technology vendors are using basic remote support tools that decrease efficiency and leave you and your customers open to hackers. In fact, The 2012 Data Breach Investigations Report by the Verizon Business RISK Team states, “Remote access services (e.g. VNC, RDP) continue their rise in prevalence, accounting for 88% of all breaches leveraging hacking techniques—more than any other vector.” By using Bomgar, technology vendors cannot only close the door on these hackers, but also improve service levels to increase customer satisfaction.
Bomgar’s appliance-based remote support solution allows you to remotely access and fix nearly any system or device, anywhere, while keeping sensitive data and system access behind your own secure firewall.
Bomgar is a single, centralized solution that allows you to support all of your customers, no matter what type of device or operating system they’re using. With Bomgar, technology vendors around the world have drastically improved support efficiency, security and customer satisfaction.
Novell shifted 90% of its incoming support calls to an online chat model. This improved staff productivity by 30% and cut the average cost per request in half — all while improving customer satisfaction by 15%.
Using Bomgar, now Fiserv can easily install upgrades to its customers’ software, as well as provide user training and product support to its banking customers.