Technology Vendors

Improve customer satisfaction with efficient, secure support.

Give Customers the Support Experience They Want, With the Security Guarantees They Need

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.

We wanted to reduce session exposure to CACTUS and our clients in order to provide an increased level of trust and security to our clients while still providing industry leading remote support. The Bomgar solution, with its simple implementation, configurable features and functionality fit our needs.
Paul Marvin, Product Support Analyst, CACTUS Software

Support Customers Using Any Device or Platform, Anywhere

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.

  • Multi-platform flexibility – Tech support representatives can remotely access and fix applications on nearly any computing platform, including Mac, Linux, iOS and Android, whether your customers are down the street or halfway across the world, nearly eliminating the need for on-site customer visits.
  • Collaboration - Multiple support reps can collaborate in a single remote support session, allowing your team to swarm around customer support issues to increase First Contact Resolution and Customer Satisfaction.
  • Mobility – Support reps can use Bomgar on their iPad, iPhone and Android devices—allowing experts to join or takeover remote support sessions even when away from the support center.
  • Security - Session access and data never passes through a third-party server, so you can ensure your customers’ data is safe and sound behind your own security measures.  Bomgar also records an audit trail of every chat, click and keystroke within a remote support session so you know exactly what reps did while accessing customer systems.
The Bomgar solution has enabled Fiserv staff to increase access to remote presence by more than 300%, of which 27% is revenue generating, and improve overall customer satisfaction.
Phil Demuth, VP, Head of Internal Systems, Fiserv

Centralize Support with One Remote Support Solution

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.

With Bomgar, we can virtualize the help desk support staff into product or specialty areas, called queues. By routing inquiries to the correct support team from the onset, we eliminate hours of time switching the customer back and forth between service representatives.
Mike Lyone, VP of Novell Global Support

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