BeyondTrust
Case Studies
Delivering Online Support with a Tangible Difference
Overview
Delivering Online Support with a Tangible DifferenceBeyondTrust |
Application Infrastructure & Middleware - API Integration & Management | |
Software | |
Remote Collaboration Remote Control | |
System Integration Training | |
Operational Impact
Bomgar's solution allowed Carbonite to monitor agent activity and customer interactions, which helped the company recognize where additional training gaps existed. | |
The ability to record support sessions allowed Carbonite to immediately see if an agent was having difficulty following approved procedures and use those instances for both evaluation and training. | |
Bomgar's escalation chat feature enhanced issue resolution by allowing Carbonite to ask questions or get information they couldn’t have gotten otherwise. | |
Quantitative Benefit
Increased customer satisfaction due to improved remote support. | |
Increased first-time fix ratio due to the ability to go from a chat to a full remote support session in a couple of clicks. | |
Reduced licensing costs due to investment in the Bomgar appliance. | |