Remote Support from your Customer's Perspective

Customer Client on Mac OS X with Application Sharing Panel
Customer Client on Mac OS X with Application Sharing Panel

The Bomgar Customer Client enables customers to interact with representatives during remote support, chat or presentation sessions. Because it is the most secure remote support solution, Bomgar places a top priority on user controls.

Customers Can Override Remote Control

Relinquishing control of their mouse and keyboard can be a bit intimidating when a first-time user experiences remote support.

The Bomgar Customer Client reassures customers they are in control, even while you are supporting their system. Customers can always regain control of their computer just by moving the mouse.

All major actions the rep takes are permission-based. For instance, the customer has to grant permission for the rep to view the screen, take control of the mouse, and initiate a file transfer.

Also, a big red ‘Stop Session’ button in the lower right corner of the customer client gives the user the ability to end the session easily.

Customers Can Limit Remote Control

Administrators can enable even more user control by requiring that the user specify which applications to share.

For instance, if a user is having trouble with a PowerPoint Presentation, the user can just grant access to that particular program without sharing the whole desktop.

Messages, Prompts and Agreements

Require acceptance of a customer agreement
Require acceptance of a customer agreement before offering support

Bomgar administrators can determine which messages your customer will see before the session begins, such as:

  • A customer agreement, requiring the customer to accept the terms of entering a support session (Bomgar logs the customer's response)
  • A greeting, which may include the estimated wait time and the customer's position in queue
  • An on hold message, in case support is delayed

Brand the Bomgar Customer Client

Bomgar Customer Client Chat Window
Bomgar Customer Client Chat Window

You can brand the customer client and other customer-facing elements of Bomgar.

Not only do these customizations reassure customers that they're dealing with your support organization, they also keep your brand top of mind for end users.

If you're an IT outsourcer providing support for multiple companies, you can even brand a unique customer client for each of your customers with their logos.

Customer Session Initiation Options

Customize Support Portals for Each Supported Brand or Customer
Customize Support Portals for Each Supported Brand or Customer

Bomgar allows the user to be in control even before the session begins by offering multiple options for requesting remote support:

  • Select the rep’s name on the support portal
  • Enter a session key given by a rep on the phone
  • Submit an issue from a front-end survey on the support portal
  • Open a Bomgar Button to enter the support queue