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Click-to-Chat

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.

What people are saying.

An inefficient, labour-intensive request system was replaced by ServiceNow to enable online service requests and self-service catalogue to relieve IT staff, while seamlessly integrating with existing HP OpenView Service Desk.
“…at a meeting early on, when our VP asked “What kind of training will there be?” One of my IT colleagues held up an iPhone and said, “Did you get training to use your iPhone?” Of course, everybody replied, “No,” and I said, “It’s going to be like that.” – Lois Lowther, REI IT Service Management Manager
“Our help desk and technical staff really liked what they saw in Service-now.com as a next-generation application that they would actually enjoy using.” – Tracy Schroeder, University of San Francisco VP of IT
“It was the first time in recorded Juniper history that our engineers were actually excited about a product. They saw it from a more technical aspect and were greatly impressed by the Web 2.0 capabilities, the Web-based model, and the fact that it actually worked in their various browsers.” – Chris Terzian, Juniper Networks Senior Technical Lead
“We’ve been able to take the positive results of our KPIs back to the business units to help drive a change in thinking from the business about IT as an actual partner and not just a cost center.” – Garrick Vance, OhioHealth Process Manager
“We could focus on the charter of our IT organization, which is to service the business, not to set up a new service management tool every two to three years.” – Ronald Hunse PriceWaterhouseCoopers – Netherlands Manager of IT Operations

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What people are saying.