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Portals

Create a custom user-experience by tailoring entry points, chat interfaces, surveys and more.

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Public Sites

The public site is the primary component of your support portal. This is where customers can request support or join a training session. You can configure multiple public sites for your Bomgar appliance. Each public site contains multiple customizable elements.

HTML Templates
Customize your public site's HTML and CSS to be consistent with the rest of your web site.

File Store
Store files you need to reference from your HTML template, such as image files and style sheets.

Connection Options
Determine what options end-users have for beginning a support session.

  • Session Keys: Customers connect to specific technicians by submitting a unique, secure session key.
  • Representative List: Customers connect to specific technicians by clicking a representative's name
  • Front-end Survey: Customers connect to specific technicians or teams after entering their name, company and a description of the problem.
  • Presentations: Customers can also join a presentation by clicking on a presentation link or submitting a session key.
  • Click-to-Chat: Customers can begin a conversation with a support rep without any download by initiating a Flash-enabled chat session.

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Agreements & Messages

With Bomgar, you can configure a number of messages for the customer you support. You also can choose to display a watermark on both the customer's and the representative's screen while the customer is in session.

Customer Agreement
Display a legal agreement, disclaimer or policy to end-users before they begin a support session.

Customer Greeting
The greeting welcomes your customer and requests him or her to wait for the next available support representative.

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On Hold Message
Configure an on-hold message to display at specified intervals before the session begins.

Orphaned Session & URL
If no technicians are available to help the customer, the orphaned session message alerts the customer, and the URL option can then redirect the end-user to a designated site.

Multiple Languages
Messages can display in each language available on your appliance. Bomgar currently supports German, English, Latin American Spanish, EU Spanish, EU French, Italian, Dutch, Brazilian Portuguese, EU Portuguese, Japanese, and Simplified Chinese.

 

Exit Surveys

You can choose to present customers and technicians with an exit survey after the each support session is complete. Surveys can be customized for each public site. Administrators can later review the answers to survey questions from the session reports.

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Customer Client

The full customer client is your end-users' interface once a support session has begun. During the session, customers can chat with technicians, select which applications to share and send files through the customer client. Customers can also change the font size of the chat display.

A prominent red X button immediately stops screen sharing and disables any permissions the representative might have had; the customer can also choose to close the session entirely, uninstalling the software from his or her computer.

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Customer Downloads

You can also choose to let customers view or download a copy of their chat transcript and a video of their support session.

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