Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

Nathan McNeill, VP of Product Management, Bomgar™:
This is always user initiated so the rep is never demanding or taking control of the user's PC. The user's always granting control. And, the user has to grant explicit control as well. It's not just open a file. They have to click "grant remote control to the support rep". they can also choose to grant "view only" privilege to the rep which is that the rep can see the screen, can see what's going on which is a huge help, but is unable to move the customer's mouse, or type on the keyboard, or file transfer. A lot of times that's used by our customers with first tier support reps.

So, once the rep gains control it's just like being on-site, like if they were in front of the physical console of the remote PC, and this puts the rep in the cockpit, lets the user sit back, and it's usually a lot less stressful for both parties.

At the end of the session, the client is completely removed from the remote PC. There's no trace of it left and the user – two things happen. The user's forwarded to a page where they can enter feedback about the rep. This is completely customizable. You can add up to ten questions and then choose what type of questions you'd like to have whether combo boxes, or radio buttons, check boxes, text entry fields, whatever you want. In addition to that, as Malcolm mentioned, you have a dialogue box that comes up and informs the user that, yes, the client has been completely removed and the rep can no longer gain access. And, that dialogue box is customizable as well.

Some of the benefits the solution provides are that you can decrease incident-handling times. We've seen ranges anywhere from 20-75% but it's nearly always fairly dramatic. It's the difference between seeing the problem and having to interpret it through the user. It can make a huge difference. Also, first-call resolution rates increase as well. This is fairly simple it's that the rep can confirm that the issue has been resolved instead of relying on the user's judgment as to whether or not they think it was resolved. Sometimes it's not always clear whether the issue was fixed but with remote support they're able to really confirm that.