Carbonite Using Bomgar Remote Support Solution

Bomgar Corporation, in secure, appliance-based remote support solutions announced that its customer Carbonite, Inc. has improved their customer service team’s efficiency and customer satisfaction with help from Bomgar’s remote support solution.

Carbonite is a provider of online backup solutions for consumers and small and medium sized businesses, backing up more than 200 million files for customers every day, and ensuring each backup happens quickly, safely. Carbonite offers its customers – ranging from businesses to families to students – multiple avenues for on-demand tech support, including 24-hour live chat and an email support team.

In early 2011, Carbonite sought to expand its use of Bomgar’s hosted solution for remote support to leverage additional features, including Bomgar’s recording and auditing features, collaboration functionality, and multi-platform support.

"I knew from past experience that Bomgar could help us meet our customer satisfaction goal and enhance our operational efficiency," said Carbonite Vice President of Services Rich Surace. "Plus, owning the technology would allow us to fully integrate the solution into our CRM system and it would also reduce our licensing costs."

Carbonite had two specific business objectives when deciding to expand its use of Bomgar. First, to monitor customer support interactions to recognize where additional training gaps existed, and second, to observe customer satisfaction levels during interactions with customer support agents. Bomgar supports both goals with its ability to retain flash videos of support sessions and export them for monitoring or training needs.

Bomgar’s real-time collaboration capabilities are another aspect that helped Carbonite streamline its support operations. With agents based in different locations, it can be challenging for them to seamlessly work together or pull in experts when faced with a challenging problem. Through Bomgar, Carbonite’s support agents can share a support session so multiple agents can collaborate on and resolve critical issues more quickly, resulting in more skilled staff serving its customers.

"Given the breadth of customers Carbonite supports, it was extremely important for our support team to have a remote support solution that works with all devices, including laptops, smartphones, and tablets, no matter where they’re located," explained Surace. "Bomgar gives us that ability and more. Its escalation chat feature enhances issue resolution by allowing us to ask questions or get information we couldn’t have gotten otherwise. Having the ability to go from a chat to a full remote support session in a couple of clicks has significantly increased our first-time fix ratio."

Bomgar also allows Carbonite’s technicians to view fundamental system data, such as log files, to help solve issues when a customer can’t fully explain what is happening.

"I really like the fact that Bomgar is a scalable solution that can grow as we do, but most of all I like that it simply takes the pain out of customers having to describe their problem," continued Surace.

For case studies of Bomgar’s customers