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.