Click To Chat
A Flash-based interface allows users to chat with a support rep without a download. Easily start a support session without disconnecting.
Click-to-Chat
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With Bomgar's Click-to-Chat feature, the user can begin a conversation with the support rep instantly from the web, without any download. The flash-based customer chat client runs in a browser, enabling the rep to give the user directions or transfer the user to the appropriate queue before any software is installed. If the rep needs to escalate into a remote control session, the user can install the full customer client without ever losing contact with the support rep.
Chat Securely with Customers Support reps can chat with remote customers throughout the support session, even before screen sharing begins. The chat window can be branded with your company logo. It records not only the messages and timestamps, but it also keeps a running log of events happening during the session, including files transferred and permissions granted. At the end of the session, you can give customers the option of downloading the session recording and the chat transcript for their records. |
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| Escalate from the Chat Window | |
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Bomgar's Chat feature lets the rep start support immediately without initiating a separate session. Once the user accepts the session, they immediately appear in the rep’s queue. |
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| Canned Messages and URL/File Push
Make Chat even more efficient with Canned Messages for commonly used responses. Support reps can click on the arrow at the lower right of the chat input area to insert previously written messages into the chat. Technicians can also push a file or URL through the chat interface. Pushing a URL through the chat interface will automatically open a browser on the remote computer and direct it to the designated site. In order to push a URL, the web address must be the only text in the field. |
Chat During Training Sessions with Individuals or Groups Support reps can chat with end-users during training sessions. If a support rep selects Show My Screen during a support session, chat remains integrated. End-users can also chat with support reps and other attendees throughout group training sessions. |
| Collaborate with Other Support Reps or Teams | |
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Bomgar chat also facilitates team communication. Support reps can chat with other logged-in representatives or teams. If multiple representatives are sharing a support session, reps can choose to chat with all participants or to select one name – customer |
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| Messaging For Administrators | |
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In addition to the chat functionality, Bomgar allows administrators to message all logged in technicians. Messages broadcasted in this way appear as pop-up windows in the Representative Console. This helps ensure technicians are aware of important announcements or critical updates. |
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