• New Bomgar remote support integration for Salesforce.com increases efficiency for customer service organizations providing technical support.
• Joint Salesforce.com and Bomgar users can now launch a remote support and chat session directly from the case record, enabling them to fix issues faster.
Bomgar, a leading provider of secure remote support solutions, announced today that its new integration for Salesforce.com is now listed on the Salesforce AppExchange. The integration makes it easier for customer support representatives to provide remote technical support to customers, helping service organizations using Salesforce.com to increase responsiveness and agent productivity while reducing costs. Bomgar enables support representatives to securely access and fix nearly any type of remote system or device-including laptops, servers, smartphones and tablets-no matter where the device is located. With the ability to see and control the screen and view system information, support reps resolve issues more quickly, improving productivity and customer satisfaction.
With the new integration, support organizations can now launch a full Bomgar remote support session directly from the Salesforce.com case record, allowing them to chat with the end-user and see and control the customer's screen to quickly diagnose and fix the issue. Once the session is complete, the session information-including the chat log, actions taken by the technician, customer survey results, and a link to a session video recording-is automatically added to the Salesforce.com case, consolidating all customer interaction history into a single, centralized record. By integrating the support systems, joint Salesforce.com and Bomgar customers gain a more comprehensive view of their customers' support experience and their support center's overall performance.
Because Bomgar is a multi-platform and collaborative solution, customer support reps can remotely support devices running nearly any operating system, including Windows, Mac, Linux, Android, iOS, Blackberry and most versions of Windows Mobile. Representatives can also securely invite other agents to join support sessions should a complex issue arise and require subject matter expert to assist with the resolution.
"Using standalone support solutions slows service desk productivity and decentralizes customer information, which can negatively impact customer satisfaction," said Aramis Alvarez, SVP of services & support, Bomgar. "By integrating the Bomgar solution with Salesforce.com, tech support representatives can instantly go from the case form to remotely viewing and controlling the customer's device, speeding time to resolution and providing a great service experience for end-users."
Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company's appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world - including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 6,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London. You can find Bomgar on the web at bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.
About Bomgar Corporation
Bomgar (bomgar.com) is the worldwide leader in secure, appliance-based remote support. The company’s award winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system – Mac, Linux, BlackBerry and Windows Mobile smartphones plus all versions of Windows. Over 5,000 leading companies around the world have deployed Bomgar’s enterprise-class solutions to transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is a privately-held company headquartered in Ridgeland, Mississippi with offices in Atlanta, San Francisco, Washington DC, Paris and London. In 2009, Bomgar was named one of the 500 fastest-growing companies in the US by Inc. Magazine.