Challenges of Remote Customers Support

Web-Enabled

Bomgar works seamlessly through corporate firewalls without requiring a VPN or other configuration. In addition, Bomgar support sessions can be initiated in seconds without requiring pre-installed software. This means that you can be on the screen in seconds, even if it is your first time to connect to a personal laptop at a WiFi hotspot across the world.

Non-Windows Operating Systems

Bomgar supports Windows 95 through Vista, Mac OS X and multiple Linux distributions. It also enables remote control for Blackberry and Windows Mobile over the web through numerous built-in device emulators. Bomgar standardizes the support process, making each incident the same no matter what operating system the remote computer is running.

Session Distribution

Bomgar enables support reps to handle multiple sessions within a tabbed interface. While software installs on one system, the rep can reboot a second computer and troubleshoot a third. Bomgar’s Equilibrium functionality automatically distributes remote support sessions within a team to the most available rep, so that a rep handling only one session would receive a session before a rep handling two.

Customization per Customer

Bomgar’s Portals feature lets you create multiple websites for handling remote support requests. These portals can be customized to match your products’ or your customer’s branding. You can also match custom-branded Bomgar software clients, editable click-throughs and prompts, and branded exit surveys with each Portal.

Scripts & Tools

With Bomgar you can create, organize, and catalogue any number of pre-built scripts. This enables your customer support center to automate troubleshooting, routine diagnostics and remediation. Scripts can also reference a file for more robust tasks, such as software installations. This functionality is cross-platform and can be shared across teams to ensure that every rep is using best practices. In addition to scripts, Bomgar offers numerous shortcuts and tools (such as file transfer, reboot, system info, and command line) that speed and automate your support center’s job.

Reporting & Administrative Dashboard

Bomgar enables you to monitor all remote support sessions in real time. Administrators can transfer sessions, join sessions, or even view the rep’s entire desktop for performance monitoring. After the fact, Bomgar’s customizable exit survey enables you to measure your rep’s performance with users, and Bomgar’s extensive reporting data gives you a clear picture of your most vital metrics. Bomgar Customers have seen:

• Increased 1st Call Resolution by 40-50%
• Reduced Incident Handling Time by 50-75%
• Reduced On-Site Visits by as Much as 90%
• Decreased Call Escalation by 10-30%

Additionally, Bomgar’s customizable exit survey enables you to gauge your most important metric, customer satisfaction, on a session by session basis and gain valuable information about your customers’ preferences.

Security

Support centers at enterprises like Novell in software and Fiserv in financial services use Bomgar to support their customers. Bomgar enables granular control over rep permissions through individual or group policies integrated with your own internal directory using LDAP, RADIUS, Kerberos, or other security providers. Beyond controlling access, Bomgar gives you the capability to record every session in video format so that you can audit every click and keystroke of every session, thus ensuring the integrity of user and system data. At the end of the session, you even have the option to provide the customer with a transcript of the chat conversation and a video of the session.

Escalation & Integration

Bomgar’s centralized, appliance-based model enables you to integrate Bomgar securely into your internal systems and connect your support team with other teams and other groups within your company. Bomgar offers pre-built connectors to four service desk management platforms from HP and BMC, as well as a robust API and software development kit. Using these integration tools, you can keep all of your incident data in one place by associating Bomgar sessions with your incident IDs.

If a session needs to be escalated, the Bomgar rep can transfer or share the session with another rep or another team, enabling technicians from all over the company to be on the same screen resolving the problem. This escalation process can be initiated from the web without downloading any software using Bomgar’s Click-to-Chat feature. With Bomgar, you can even give your clients a short-cut into the remote support process by placing a Bomgar Button on their desktop. One click and your customer can begin receiving remote support over the web.