SOURCE: Bomgar Corporation

October 15, 2008 03:04 ET

Virtual Support Offers Outstanding Customer Service and Reduced Costs

Bomgar's Remote Desktop Software Can Save Money While Preventing Experiences That May Drive Customers to the Competition

RIDGELAND, MS--(Marketwire - October 15, 2008) - Analysts agree that the near collapse of Wall Street will not affect the IT industry as severely as others, and IT spending is predicted to remain the same or see just a slight increase in 2009. Regardless of budgetary constraints, customers still expect a superior experience and will work with competitors if they don't get it. Bomgar's virtual support solutions offer companies an opportunity to deliver superior technical support while realizing significant cost savings.

Before the recent economic developments, leading industry analysts expected IT spending to increase by 2.3% in 2009, about 60% less than earlier projections. Other analysts expect spending to remain the same as last year. Whichever way it goes, money will be tight.

According to RightNow's third annual Customer Experience Impact Report, a Harris Interactive study sponsored by RightNow® Technologies, 2008 has seen 87% of customers stop doing business with a company after a bad customer experience, up from 80% in 2007 and 68% in 2006. Additionally, 84% said they would tell others about a bad customer experience, also up from previous years -- 74% in 2007 and 67% in 2006.

The report also revealed that, for 58% of consumers, outstanding customer service is more important than low prices or top quality products and services.

Bomgar's virtual support software enables companies to offer outstanding customer service in the technical support arena. Companies deploying Bomgar's remote desktop software have reported up to 90% reduction in total call times and second tier escalation, a 20-85% increase in first call resolution. Many have also virtually eliminated on-site visits.

Virtual support with Bomgar also offers unparalleled security. The company's applicance-based remote desktop software keeps company data in-house under already established security measures and offers granular management of support rep privileges and group permissions. Company data is transferred with 256-bit AES SSL encryption and does not go through a third party. And video recordings, logs and reports of all virtual support sessions are available for audit purposes.

Companies can also realize up to a 60% savings over the cost of competitive products due to Bomgar's unique licensing model.

To find out more about how Bomgar's remote desktop software can soften the current economic blow by helping companies deliver an outstanding customer experience within budgetary constraints, visit

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