Become a Bomgar™ Jedi: Tips from the Master

Joel Bomgar, Founder, CEO and Jedi Master:
From a high level, functionally the support rep monitors the queue that's on the customer's side and this is - everything we'll be going through is in our latest version 9.1 of our product. If you don't have that we will provide a link throughout the presentation, or at the end of the presentation as well, where you can sign up for that and receive - excuse me - receive that update. All you have to do is have up to date maintenance with Bomgar™, and that's a free upgrade; get your Box up to date and you'll be set. So, support rep monitors the queue, sessions come in from the web that are initiated in one of a number of fashions. The support rep double clicks that session; they're immediately in session in remote control. The three different ways to initiate a session, real quick recap, someone can click on a support representative's name that is logged in and available to do support. If you want to hide those names because you don't want the names of your tech support reps visible on the web, you can hide those with a single click box - check box in the admin interface and use the session key box. The rep just reads the session key to the customer. Alternately, if your reps are not even on the phone with a customer, they can fill out a quick survey that says, "Here's my name. Here's my question," and that will get routed to the appropriate support rep. based on what their issue is, that will go to the team that's assigned to that issue.

When that happens, as soon as the support rep picks up the session, they can prompt the end user to request remote control of their screen to resolve an issue or assist them. The end user just has to click a link to allow that and you're immediately in session. The rep has full remote control of the end user's PC. It's obviously shared control. The end users always have overriding use of the mouse and keyboard control, but to the extent that the end user is not touching the keyboard or mouse, the control is in the support reps hands. So, let's jump straight into some of the fun stuff. As far as basic stuff, the stuff you can do when you're in a session, from a high level we'll cover a few things that most of you are aware of and then jump into some more details. But, one thing you can do is you can chat with other tech support representatives. If you're on the initial tab, the far left tab, you can chat with any other rep that is logged in to the Bomgar Box™. This is a great opportunity to ask questions like, "Hey, has anybody seen error, you know, 0X493?" Someone could easily come back on the tech support team that says, "Yeah. I actually spent five hours troubleshooting that yesterday and it's a simple patch. I found it on the web. It took me five hours but here, apply this." It saves everybody a lot of time because it's an interface where the tech support reps can collaborate and ask each other questions.