Nearly all the features offered by Bomgar on a PC translated perfectly to the Mac operating system. We were able to use this Mac remote support software to transfer files, remotely restart computers and even print documents. The only drawback this software had was its somewhat complicated interface. Youâ€™ll need to set aside some time to really familiarize yourself with the layout of this application. However, this product stands out from the competition and landed our approval because of its fantastic feature set and tremendous customer support.
Bomgar offers one of the most complete feature sets of all the Mac remote support software we reviewed. To begin a remote support session there is a seven-digit code of numbers and letters that is generated with each session. After you are logged into the software and you click â€œStartâ€ the number will appear on your screen. The software will open a prompt that will email the code to your client. The email will include a link where the code is entered. After the customer enters the code, a prompt will appear asking permission to have the computer accessed. From there you will be able to access the computer and perform all the necessary maintenance tasks.
Bomgar is one of the few programs we reviewed that offers file transfer capabilities for the Mac. There is a toolbar along the top of the screen that will allow you to transfer files from your computer to the clientâ€™s or from the remote computer to your own. The process is simple. The window with all your files displays on one side. Select which files you would like to transfer then select where you would like to save them on the remote computer. The transfer is immediate and can copy anything from photos to mp3 files. You will also be able to copy and paste text and pictures from one computer to the other.
The software also offers remote printing features. When a receipt, or any other document, needs to be printed, you can use this program to print from the clientâ€™s computer. This feature is simple and requires only a click on the â€œPrintâ€ button.
There is an assortment of other useful features with this program. The chat feature allows you to maintain instant communication with your clients and explain exactly what you are doing and how you are helping solve their IT problems.
Another useful feature is the â€œSystem Infoâ€ option. By clicking on this tab on the toolbar along the top of the screen you will be able to access the system information of the computer you are remotely accessing. This can be helpful if you are installing software or need to know if a program is compatible with the computer. Paired with the system restart, this can be an extremely useful tool and to offer comprehensive customer support.
Ease of Use
This Mac remote support software can also be used to access remote smartphones. Currently there is full control and support features for Windows Mobile and Blackberry phones. You will be able to use this software to remotely access the phones and perform tasks, including file transfers and updates. However, there is very limited support for the iPhone.
When you begin a remote session and open up the software, a code is generated that the client can use to join the session. It doesnâ€™t matter how the customer obtains the code, you can email it, use telephone support, provide a link on your own webpage or integrate the chat feature into your own website. All that matters is that your customers arrive at the website with the generated code for your session.
After entering the code, the client will see a prompt to allow their desktop to be shared. After permission is given, you will have almost complete access to the remote computer. You will be able to install programs, transfer files and perform any necessary task. To restart the computer and regain access as soon as it is restarted, click on the â€œRestartâ€ icon on the toolbar.
After you become accustomed to the layout of the program you are sure to enjoy your experience. However, there are so many features, icons and options located on the interface, it can become slightly overwhelming. The Mac remote support software utilizes both graphical icons and a drop-down menu for switching between users and for a variety of the other features. After purchasing this software, take some time to really familiarize yourself with the layout. This program is not as intuitive as it could be.
One of the most impressive features offered by Bomgar Mac remote support software is the crossover between Mac and PC. Most other similar products have limited Mac support. But there was almost no difference between the Mac and PC options with this Mac remote support software. You will also be able to support Macs from a PC and vice versa. We loved the versatility of this application.
This Mac remote support software has an assortment of security awards and endorsements from reliable companies, such as Symantec. This software utilizes a 256-bit Advanced Encryption Standard (AES) code. A unique username and password assigned to you by the manufacturer are required to begin a Mac computer support session.
Also, the customer can end a remote support session at any time and take over control of the machine. And before any action is taken, such as screen control, the client must first give approval. The application is completely secure.
Bomgar also records each session, so you can monitor what each of your customer service representatives are doing and saying during each remote assistance session. There are even annotations included so you will know who was in control of the mouse during the session. This recording can even be provided to the customer later, should there be any questions or doubts about the session.
Help & Support
The customer service team offers a large selection of excellent support options. We especially loved the chat option. This feature is available for 12 hours a day from Monday through Friday. When we contacted them we were instantly connected to knowledgeable and friendly representatives. After returning on several different occasions, we were remembered and each different question is filtered through either the sales team, or the customer service representatives.
There are detailed user manuals as well as tutorials available on the website. You can also sign up for a free webinar where a representative will demonstrate how to use the product. The manufacturer provides a large variety of useful customer support options.
Most Mac remote support software is not as powerful and feature-laden as its PC counterpoint. However, with Bomgar youâ€™ll hardly notice a difference. This software is feature-filled and has terrific customer support and security features.