Software Support: Better Service with Remote Support

Whether you provide traditional software applications or software as a service, your goal is to give your customers a product so slick that their only complaint will be that they need more licenses. However, every developer knows that somehow, somewhere, a bug is going to slip through. Even more unlikely than developing a flawless program is finding a customer who will immediately know how to use your software and never have questions. Chances are, for one reason or another, they'll be calling for your IT helpdesk – if they aren't calling for your head.

Though customers may choose you as a vendor based on your software's features, what keeps a customer loyal is the service they receive after they purchase the product. When a customer calls with a problem, how do you handle it? You can't drive out to every customer site, and phone support is a nightmare for customers and support reps alike. If you want to provide simple, cost-effective support, it's time you considered providing remote desktop support with Bomgar.

Raise Customer Satisfaction Levels

• Provide remote support for Mac & Linux systems, broadening your customer support base
• Train your customers using real-time remote desktop control
• Increase first call resolution, reducing escalation to second tier
• Customize exit survey questions to gather specific customer satisfaction info

Webcast: Resolution Times Decrease 75%

In 2005, Practice Partner eliminated "connection frustration", improved customer satisfaction ratings, and reduced median resolution times by gaining remote desktop control of their clients' systems. Download the webcast to find out more on Practice Partner's award-winning results.

What Our Customers Are Saying

"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."