Steps:

1. The user in need of support would visit our live remote technical support page and fill out the form under the section titled “Issue Submission”.
2. The user should click the Submit button.
3. The user should Run/Open the client software that will be downloaded.
4. The user may need to approve a security prompt by clicking Run.
5. The user’s session should appear shortly in the Support Team Queue that is associated with the Issue that the user selected on the form.

Whoever will be giving the live remote technical support should Double-Click the session in the queue to join it.

And that’s it. That’s how simple our remote computer support is!

How to Request a Live Remote Technical Support Session with MCR Bomgar Support is a post from: Event Technology Blog highlighting computer rentals.

MCR offers robust remote services and live technical support to our customers, and as times change, so do our support methods.

When I first started in the IT field, I had to rely upon telephone support for customers.  This was a very slow and ineffective solution, as it took way too much time on the customers end, and only had a success rate of 40%.

Over time, new technologies emerged, included PC Anywhere, windows terminal services, VNC and many others, and although much more effective, they still presented the client with either needing to install software, and some telephone support to get up and running in order to even connect to the systems having issues.

Given MCR’s growing client base and the need to quickly resolve computer issues no matter where they are, MCR has chosen Bomgar as our live remote technical support client of choice.

Bomgar allow us to provide consistent accessibility, strong security, and the ability to customize and collect feedback from end users.  This allows us to review our exit surveys and measure service and support performance.

Bomgar allows us to support multiple operating systems, and even more importantly remotely connect to unattended systems without intervention from the end user. Rebooting end user machines also requires no input from the client to reconnect.  This allows our technicians to be as productive as possible, without having clients being bothered with connectivity issues.

Lastly, the customer has the ultimate control, and can terminate sessions, or request video and transcripts of all remote sessions.

Live Remote Technical Support – MCR Adds Bomgar is a post from: Event Technology Blog highlighting computer rentals.