BeyondTrust is thrilled to share that we have been recognized as a Customers’ Choice in the August 2023 Gartner® Peer Insights™ ‘Voice of the Customer’ for the Remote Desktop Software Market. This recognition is based on reviews by BeyondTrust customers, which are hosted on the Gartner® Peer Insights™ platform, and indicates a high customer satisfaction for BeyondTrust’s Remote Support product based on user experience, product capabilities, and service and support relative to the market.
BeyondTrust was evaluated and recognized as a Customers’ Choice. We believe this is a result of a high rating average attributed by our customers. Over the course of the 18-month review period, 108 BeyondTrust customers sized with more than $50m annual revenue shared their insights about BeyondTrust on the Gartner® Peer Insights™ platform. Among our top-performing evaluation categories are:
- Product capabilities – awarded a 4.7 rating based on reviews of 105 customers
- Sales experience – received a 4.4 based on the feedback of 79 customers
- Deployment experience – awarded 4.6 by 93 customers
- Support experience – received a 4.6 from 103 customers.
Let’s take a look at what these findings mean for BeyondTrust and our customers.
What is Gartner® Peer Insights™?
The “Voice of the Customer” is a document that synthesizes Gartner Peer Insights’ reviews into insights for IT decision makers. This aggregated peer perspective, along with the individual detailed reviews, is complementary to Gartner expert research and can play a key role in your buying process, as it focuses on direct peer experiences of implementing and operating a solution.
The Gartner Peer Insights Customers’ Choice recognizes vendors in the Remote Desktop Software market based on reviews from verified end-user professionals. The Customers’ Choice distinction takes into account both the number of reviews and the overall user ratings. To ensure fair evaluation, Gartner maintains rigorous criteria for recognizing vendors with a high customer satisfaction rate.
Why was Remote Support selected as a Customers’ Choice in the Remote Desktop market?
All eligible vendors are categorized into four quadrants based on User Interest and Adoption (x-axis) and Overall Experience (y-axis).
Vendors’ User Interest and Adoption scores incorporate three factors, each given one-third weight: review volume, user Willingness to Recommend, and review market coverage across industry, company size and deployment region.
Vendors’ Overall Experience is a composite score that incorporates the Overall Rating average and two sub-rating averages: Capabilities and Support/Delivery. The rating averages are the arithmetic means of the stated survey questions that are on a scale of 1 (poor) to 5 (truly exceptional). Each component is weighted in the score calculation based on the relative importance to the end user.
Vendors placed in the upper-right quadrant of the “Voice of the Customer” graphic are recognized with the Gartner Peer Insights Customers’ Choice distinction, denoted with a Customers’ Choice badge. The recognized vendors meet or exceed both the market average Overall Experience, and the market average User Interest and Adoption.
BeyondTrust received a 4.7 in both Product Capabilities and Support Experience categories, the highest of all vendors included in the report. These results help demonstrate BeyondTrust’s commitment to providing not only world-class products, but also exceptional customer support and service.
These factors help distinguish the vendors that generated above-average Overall Experience scores within large sample sizes and diverse coverage. High willingness to recommend, for example, is an overall measure of users’ interest and enthusiasm based on their experience with the vendor.
What Are BeyondTrust Customers Saying about BeyondTrust?
Here are some recent excerpts from a few of the BeyondTrust customers who have shared their insights about BeyondTrust on the Gartner® Peer Insights™ platform in the last 18 months:
- "BeyondTrust Remote Support – ‘Best Of The Best'” – “My overall experience with BeyondTrust Remote Support exceeds my highest expectations for a product of this type...This product works so well, is so reliable, and has help to streamline my helpdesk operations, it has reduced my helpdesk manpower needs. BeyondTrust Remote Support is the creme de la creme of IT remote support tools. If you buy anything else, you're truly buying second best." — Director of IT, Government. Read the full review here
- "Remote Support A Product Every IT/OT Organisation Should Have” – “We are very satisfied with BeyondTrust for remote support, we find it amazing. The ability to support all the different type of clients from a single panel and the ability to group computers into security groups, so that technicians only have access to some of them, make it perfect for our organisation. It also allows us to comply with cybersecurity policies."—Technical Specialist IT/OT, Energy and Utilities. Read the full review here
- "BeyondTrust Has Your Back, Trust That” – “This product saves time and money. I am able to jump on multiple clients’ machines at once and solve many issues. The remote process is so quick and easy and only takes seconds and no lagging or disconnects.” —Service Delivery Manager, Construction. Read the full review here
Read more BeyondTrust reviews on Gartner® Peer Insights™.
What does a Gartner® Peer Insights™ ‘Voice of the Customer’ Customers’ Choice rating mean to BeyondTrust?
Customer feedback plays a pivotal role in how we develop, shape, prioritize, and launch our solutions and release new capabilities. Every day, BeyondTrust team members listen and work closely with our customers and partners so we can continue to address their needs and help them better focus on, and achieve, their missions. BeyondTrust’s Customer Advisory Board, regular user groups, and events like Go Beyond (our annual customer and partner conference) are also highly valuable in helping us understand what’s most important to our customers.
About BeyondTrust Remote Support
BeyondTrust Remote Support offers robust remote control and screen sharing features to help customers scale support effectively, while reducing time-to-resolution. Our remote support software is designed to virtually replicate an in-person remote support experience. Leverage remote control of devices to securely access and view the screens of almost any computer, mobile device, or other endpoint, while also performing any maintenance, troubleshooting, or health checks. Address all your remote support use cases, whether via attended or unattended access and control.
GARTNER® is a registered trademark and service mark, and PEER INSIGHTS™ is a registered trademark, and Customers Choice badge is a trademark and service mark of Gartner®, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
The Gartner® Peer Insights™ Customers’ Choice Badge, Gartner®, and Peer Insights™ are trademarks of Gartner®, Inc. and/or its affiliates. All rights reserved. Gartner® Peer Insights™ content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner® or its affiliates. Gartner® does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
Kim Richard, Director of Customer Marketing
As Director of Customer Marketing at BeyondTrust, Kim is responsible for the strategy and execution of marketing campaigns to BeyondTrust’s army of more than 20,000 customers. Kim joined BeyondTrust (formerly Bomgar) in 2011, and has enjoyed working on a wide range of marketing programs and events during her tenure. She resides in Florida and enjoys traveling and brushing up on her culinary skills when she isn’t chasing after her two boys.
