Chat support software can be a powerful tool for offering efficient help from your website or facilitating staff communication. But if you're using chat for tech support, deploying it as a stand-alone application may not return the value you expect. If there is no clear escalation path from chat support to remote support, users will be forced to pick up the phone to resolve complex issues, negating the benefits. That’s why Bomgar includes secure chat in our core product with a simple path to a full support session if it becomes necessary.
Bomgar includes a white label website chat capability. Brand the chat window with your logo. Embed a chat link on your website. And let technicians chat with remote customers throughout the support session, even before screen sharing begins.
Bomgar records timestamped messages and a running log of everything that happens throughout the session, including files transferred and permissions granted.
With Bomgar's Click-to-Chat feature, the user can begin a conversation with your help desk instantly from the web.
Bomgar’s no-download, flash-based customer chat client runs in a browser, enabling the rep to give the user directions or transfer the user to the appropriate queue before any software is installed.
If you find a screen sharing session is needed, you can escalate to remote control without ever losing contact with the end user.
At the end of the session, you can redirect customers to a webpage with a survey and give them links to download the session recording and the chat transcript for their records.
Make chat support even more efficient by using Canned Messages for common responses.
Support reps simply select a canned message from a dropdown and insert it into the chat.
Bomgar chat includes more than mere messaging back and forth.
Send Files: Send a screenshot, document or other file through the chat interface.
Nudge: Need to get the end user’s attention? Send a jiggle and audio alert to the customer client.
Push URLs: Use URL push to load a webpage on the remote browser.
Chat with end-users during training sessions. If a support rep selects Show My Screen during a support session, chat remains integrated.
End-users can also chat with support reps and other attendees throughout group training sessions.
Bomgar chat also facilitates team communication.
Support reps can chat with other logged-in representatives or teams.
If multiple representatives are sharing a support session, reps can choose to chat with all participants or to select one name – customer or representative – for a private chat.
Appliance-based co-browsing software enables secure browser sharing, chat, URL push and screen annotations.