Become a Bomgar™ Jedi: Tips from the Master

Joel Bomgar, Founder, CEO and Jedi Master:
So, a lot of granularity built into the exit survey as far as just a very powerful tool for you to know how your end-users feel about your tech support reps as well as how they feel about what they want as far as next steps in your company; a very powerful tool. End users will enter a lot of information in a follow-up form that comes up at the end of a remote control session.

They'll enter way more information than they'll actually tell a tech support representative on the phone. If they're not pleased with their experience and the tech support rep says, "Hey, is there anything we can do to serve you better?" They'll probably say, "No, I'm fine." If you give them the option of entering comments and feedback, they may say, "You know what? I really wish I could be better served in this way or that." So, great way of determining how you can support your end users better.

You can also, more administrator secrets, you can require the representatives to state whether the issue was resolved or not at the end of the session which, essentially, when the session ends and the representative client, if the rep tries to close that client it will prompt them and say this session cannot close until you specify whether this issue is resolved or not. It's a great way for you to determine, for instance, you can go in and look - did every session that the tech support rep say was closed, did the customer say it was closed? Obviously if there's a disparity, if you're finding out that your tech support reps think issues are resolved a lot more than the customer thinks they're resolved, it's something that you can address as appropriate. So, it's a great way for you , on the tech support rep side, to track whether stuff was resolved or not.