Surveys
Tailor each front-end, exit and rep survey for individual support portals.
Route Incidents More Effectively
Bomgar's front-end customer issue surveys speed incident routing. Front-end Surveys can be displayed on the support portal page as one option of initiating a support session.
Support administrators can create a list of common issues then tie these issues to the queues of different support teams. Directing customers to the support specialist best able to deal with their particular issue can save time and money for your support organization.
Monitor Support Rep Performance
Bomgar includes an option to have reps complete a Rep Exit Survey once they complete a remote support session. Like the customer exit survey, this survey is also customizable. You can tie different rep exit surveys to different portals.
Rep Exit Surveys help support administrators monitor performance by requiring technicians to provide feedback at the end of every session. This survey can let reps give info on why a session was prolonged or why they had to transfer the session.
By answering questions specific to the product or group the rep is supporting, support administrators can track support metrics on a more detailed level.
Measure Customer Satisfaction
Bomgar's exit surveys average 20 to 50% response rates. Because the survey is immediate, the customer is more likely to complete it. You can use this immediate feedback to your advantage. If a customer leaves poor feedback, you can deal with the issue right away.
Measuring customer feedback over time can also help your support organization retain customers or improve employee productivity.
Customize Surveys for Each Portal
Bomgar lets you create custom surveys for each of your support portals. For instance, if your support organization is responsible for several different products, you can create a custom portal for each product and customize the surveys for each one individually.
Bomgar Surveys allow your support organization to gather valuable feedback from customers and technicians over time. You can then monitor and use this input to improve support performance.