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A very niche tool
What do you like best about the product?
Ability to remotely connect to the machines and transfer files.
built in screenshot ability.
built in screenshot ability.
What do you dislike about the product?
nothing so far. the application has been a life saver. :Less time consuming than VNC
What problems is the product solving and how is that benefiting you?
Store remote support
Recommendations to others considering the product:
best tool so far for remote support
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Bomgar -- all about Money -- no longer competitive
What do you like best about the product?
Some branding; easy to use; appliance based.
What do you dislike about the product?
yearly maintenance cost; not being upfront on whether they will charge you surcharge on using CC or not (they simply say, they will charge if applicable, even at the "Submit" button); not giving any valuable discount to loyal customers; expensive additional licenses (and the yearly maintence cost for those licenses.)
What problems is the product solving and how is that benefiting you?
helping customers
Recommendations to others considering the product:
We have been their customer for 14 years and are now thinking of using a different remote solution. No longer competitive; they charge 4% uplift each year -- their yearly maintenance cost keeps going up. When paying maintenance, they tell customers that they will be charged 3% if allowed by law. They do not let the customers know if the state they are in doesn't allow merchants to impose surcharge. Customers who do not know the law obviously would get discouraged from using their CC. This obviously would benefit the merchant. Done on purpose I would say, because it is very easy to let the customer know if surcharge will be added, based on customer's state. No other major company we have come across discourages customers from using a credit card. Also, if you add additional licenses, they would charge you maintenance fee on those licenses as well. Cost can quickly add up. A second license would help our business, but not at the money they want to charge for second license + yearly maintenance cost on that license.
What a time saver
What do you like best about the product?
The ability to get remote access to a internet attached device that has no client loaded by just directing the user to a web site and click and run. Also the ability to access my remote control capabilities from a device that does not have the Rep Console loaded by logging into my account via web access.
What do you dislike about the product?
What is there to dislike. It is a great product with a great group of people supporting it.
What problems is the product solving and how is that benefiting you?
Being a cellular provider and having a product that we can gain access to our customers devices when they need support has been a great help.
Remote support that works and is easy to use
What do you like best about the product?
The ability see the status of and quickly remote all devices that have the jump client loaded. Also love the ability to have any web attached device to active a remote session via our support web site.
What do you dislike about the product?
There is not anything that I really dislike about the application. The application, support, sales, rewards program are all top notch.
What problems is the product solving and how is that benefiting you?
Bomgar Remote Support has drastically reduced the number of trips that is required to or remote location and provided our IT help desk with a tool that saves lots of time when assisting users.
Recommendations to others considering the product:
I have used many different remote control products over the years and Bomgar Remote Support is by far the best application and company to deal with that I have experienced.
Secure remote hands tool with a lot of options
What do you like best about the product?
Secure remote hands tool that is platform agnostic. Simple to use from the HelpDesk and Desktop side. Easy to deploy and get buy in from the end users who need support.
What do you dislike about the product?
Configuration is a little tough but the support team will get you through it. There are a lot of choices in the system that need to be made before go live that sometimes aren't possible before using the system for a little bit of time.
What problems is the product solving and how is that benefiting you?
Remote hands support for Helpdesk and Desktop Support for multiple OS platforms.
Recommendations to others considering the product:
if you need security and multi OS support this is the tool for you.
The most complete remote support solution I have used.
What do you like best about the product?
My favorite feature is KACE Integration.
What do you dislike about the product?
Apple does not allow any remote support.
What problems is the product solving and how is that benefiting you?
The most prominent problem Bomgar solved for us is remote support to mobile devices. Bomgar has full control capabilities to Samsung mobile devices which has helped us support our colleagues in the field in scenerios where other tools fall short.
Desktop support for our outlying plants/offices has dramatically improved our efficiently and time usage. Our users are much happier now that we can solve their issues much faster ad with less intervention on their part.
Manageability of our virtual server instance without having to login to the instances has been extremely useful in cases where certain policies make accessibility a challenge.
Desktop support for our outlying plants/offices has dramatically improved our efficiently and time usage. Our users are much happier now that we can solve their issues much faster ad with less intervention on their part.
Manageability of our virtual server instance without having to login to the instances has been extremely useful in cases where certain policies make accessibility a challenge.
Recommendations to others considering the product:
My best recommendation is to purchase the deployment services with the product. Implementation in a time conscious way that gets effective results is nothing short of complicated and unpleasant. The implementation team can get you all the necessary and recommended settings configured right out of the box. They will help you customize the product to fit your needs during implementation, but they will also try to rush through the process. Make them slow down and really dig in with you so you can get a good understanding of the administration side of the appliance right out of the gate because the first time you go to make a change without support it will likely take some time to find what you need.
Awesome Application/Tool
What do you like best about the product?
"A picture is worth a thousand words!" This sums up my experience with Bomgar Remote Support. There are so many instances when assisting customers they are trying to explain their issue and terminology stops them. So, by viewing their monitor, (tablet, or phone!) it makes the process so much easier for both sides. Win-win!
What do you dislike about the product?
I don't dislike anything so, I really can't think of a negative...
What problems is the product solving and how is that benefiting you?
Speed. This not only helps our customer, but helps the ServiceDesk move onto other calls more efficiently and effectively.
Recommendations to others considering the product:
Go for it!
It's brilliant!
What do you like best about the product?
The fact that you can record the sessions is a really good idea and it works on many different platforms too
What do you dislike about the product?
Transferring files can sometimes be a little tricky.It would make the remote desktop connectivity a little easier. Otherwise, it's a great product and fits in with our everyday support and makes life a lot easier
What problems is the product solving and how is that benefiting you?
Remote support to thousands of students that are across 6 sites. We don't have the staff to be everywhere when users are experiencing Desktop issues.This in turn solves the issue straight away rather than having to visit site which takes time and reduces cost too!
Awesome and Useful Product
What do you like best about the product?
I like being able to provide effective and reliable support to my coworkers whenever and wherever they or I might be.
What do you dislike about the product?
There's nothing to dislike! This product is great!
What problems is the product solving and how is that benefiting you?
Allows me to provide effective support for employees who are across campus or otherwise not easily reached.
Beyond Trust Remote Support - One of our best purchase decisions
What do you like best about the product?
BeyondTrust Remote Support gives support professionals unequaled control of endpoint devices. Works with desktops, laptops, tablets, and phones. So easy to use, even the most basic end user can connect and get assistance.
What do you dislike about the product?
The only thing I would like to see is the ability to hear the audio from the endpoint device. This would greatly help in troubleshooting remote meetings and sound card issues.
What problems is the product solving and how is that benefiting you?
With limited personnel and a wide geographic area to cover, BeyondTrust Remote Support has enabled us to increase our response time on issues, which greatly increases our employees productivity. It also reduced our travel expenses by at least 50%.
Recommendations to others considering the product:
Although there are less expensive options available, BeyondTrust Remote Support is by far the most effective and reliable system I have experienced.
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