Become a Bomgar™ Jedi: Tips from the Master

Joel Bomgar - Founder, CEO and Jedi Master:
Moving on, canned messages, this is pretty straightforward but if you find yourself explaining the same type of things to end users you can set up canned messages on the administrative interface of the Box. And then, those canned messages are available to all the tech support reps, and anytime they encounter a problem or a common URL that they need to push people to, they can set up canned messages and immediately drop that to the customer. Another great thing you can do with that is, if there's common problems that come up a lot and you have a large support rep team base, you can set up some pre-canned messages that both kind of explain the problem and the solution. So, it's certainly not a knowledge-based per se but it is a great way of securing that all your support reps are aware of some of the common issues and have a very easy means of, with one button, letting an end user know that, you know, the reason Outlook will not open .EXE attachments is for security. And, you can outline the reason why, and you can include a link to a Microsoft knowledge-based article perhaps. So, canned messages are a great way to be more productive.

Let's talk a little bit about the setting up user accounts. If you're starting remote support sessions by someone clicking the name of a tech support rep, you've probably been wondering, "What is the display name? Why is the display name there, but also, why is the display number there?" The display number is a number that is always associated in it's static it stays the same once it's been set with a specific user account. The purpose of that number is to give, when you're on the phone with a customer, to give the person on the other end of the session some other piece of information to associate with your name other than just your name. So, for me it's pretty easy because my name's Joel Bomgar and it doesn't get confused with pretty much anything else. If your name is John Smith and you also have a James Smith and a Joe Smith, it's a lot easier to tell someone, "Hey, go to support.companyname.com, and click on No. 7, Joe Smith." That's going to keep them from clicking on No. 12 which is James Smith or No. 5 which is, you know, which is some other user. So, the display number, whatever that is, it's great as a means of communicating not only a name but a number and it makes it easier. and also, because the representative list is sorted by the display number it's easy to tell them, especially say if you have 15 or 20 reps displayed, it makes it very easy for them to quick scroll down and say, "Oh, yeah. No. 15. Okay, Joe Smith. Yeah, you're right here." Okay, click that and you're set. So, that is what the display number is. That's why it exists and it's designed to make life a little easier especially if you have a lot of tech support reps logged in at one time and you're using the representative list to start sessions.