Use chat support, screen sharing, and skills-based routing to double support staff productivity. Even support iPad, iPhone or Android apps.
Upgrade Your Inbound Customer Support Call Center
Whether your inbound call center supports specific applications or provides full tech support services, your customers expect their technology to work.
When it doesn’t, they call you. But over-the-phone troubleshooting wastes time for both the customer and the customer support agent. Chat support, on the other hand, is efficient, costing 30-50% less per incident than phone support or onsite visits.
Bomgar chat is designed for the technical support call center. Integrate chat with your website, portal, or mobile app. Route inbound calls to the right rep. Manage canned messages and responses. Co-browse. And elevate to full remote control with one easy click.
Download: Support Swarming Boosts Productivity, Satisfaction & Retention
This white paper outlines a model of customer support that enables support teams to collaborate within a single remote support session to swarm around issues.
By breaking down the walls between tiers and embrace a more collaborative approach to support, support organizations can engage the right resources with the right skills to swarm around issues as soon as they occur.
How Collaborative Customer Support Works:
In a collaborative customer support model, frontline reps act as a “concierge,” guiding the end-user through the issue resolution process versus dumping them up the chain. Higher level experts jump in and out of support issues as needed, helping to resolve problems as soon as they occur and provide on-the-job training to lower level reps. External experts and third party vendors may also be engaged as needed to assist with issues in real-time.
Collaborate to Improve First Call Resolution and Customer Satisfaction
Phone-only tech support creates gaps for your customers and lowers customer satisfaction. Without the ability to escalate seamlessly to deeper troubleshooting or higher tiers, customers are left waiting for call-backs or on-site visits. But these gaps are avoidable.
Bomgar works like a PBX for chat support, with automatic call distribution, skill-based routing, and notifications for customers in queue. But that’s not all.
With Bomgar, reps can escalate from chat to cobrowsing, screen sharing or full remote control. They can even collaborate with other reps, experts and third party vendors! You’ll resolve more incidents in first tier and improve customer satisfaction.
How Bomgar Improves Customer Support for the Inbound Call Center
Bomgar equips customer support centers with a secure, web-enabled remote support solution that lets you support any customer, using any platform or device, anywhere in the world. Your support reps will resolve issues more efficiently, improving productivity and customer satisfaction. Plus, the Bomgar appliance keeps access to your customers’ systems and data safe and sound behind your own firewall and security measures.
Scripts can also reference a file for more robust tasks, such as software installations.
Collaborate Intelligently with Experts or Vendors
If a rep gets stuck, he can request help from other reps. This lets you keep issues, that may require a simple reboot, in 1st tier … where they cost less. You can even allow reps to collaborate with outside vendors and 3rd party technicians. Improving first call resolution is easy with Bomgar.
Customized Customer Support Portals
Bomgar portals let you create multiple websites for handling remote support requests. These portals can be customized to match your products’ or your customers' branding.
No Pre-Installed Support Software
Bomgar works seamlessly through corporate firewalls without requiring a VPN or other configuration, and remote support sessions can be initiated in seconds without requiring pre-installed software.
Bomgar supports Windows, Mac, Linux, Android, Apple iOS and BlackBerry. In most support sessions, reps can chat, see the screen, control the mouse and work as if physically in front of the device. You can even embed Bomgar into your mobile app, making it easy to support customers whenever they need it.
Bomgar's concurrent licensing means you only need to buy the number of licenses that will be in use at the same time. Even with thousands of systems and hundreds of reps, you only pay for logged-in agents, which is ideal for large support centers offering 24-hour support.
The Same Security Used by Banks and Federal Agencies
Bomgar security protects your support team and customers by keeping system access and data behind your own firewall and security measures, integrating with your identity management tools, and capturing a full audit trail, including video recordings, of all remote support activity.