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Chat support reduces support costs and improves customer satisfaction

Chat Support from Your Website or Portal

Chat support software can be a powerful tool for offering efficient help from your website or facilitating staff communication.

But if you're using chat for tech support, deploying it as a stand-alone application may not return the value you expect. If there is no clear escalation path from chat support to remote support, users will be forced to pick up the phone to resolve complex issues, negating the benefits.

That’s why BeyondTrust includes secure chat in our core product with a simple path to a support session with full remote control, if it becomes necessary.

Offer HTML5 Chat Support from your Website
Offer HTML5 Chat Support from your Website

Offer HTML5 Chat Support From Your Website

Want to offer chat support from your website? It's easy. With BeyondTrust's Click-to-Chat, you can integrate HTML5 based chat with your website, knowledgebase or support portal. Users can begin a conversation with your help desk instantly from the web.

BeyondTrust’s no-download, HTML5-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 you find a screen sharing session is needed, you can escalate to remote control without ever losing contact with the end user.

At the end of the session, you can redirect customers to a webpage with a survey and give them links to download the session recording and the chat transcript for their records.

Chat Support Survey
Create CSAT surveys and pre-scripted chat messages

Branded Secure Chat as a Support Channel

BeyondTrust includes a white label website chat capability. Brand the chat window with your logo. Embed a chat link on your website. And let technicians chat with remote customers throughout the support session, even before screen sharing begins.

BeyondTrust records timestamped messages and a running log of everything that happens throughout the session, including files transferred and permissions granted.

Using chat as a support channel can reduce incident handling times and improve customer satisfaction. BeyondTrust chat support has all you need to offer chat as a full-featured support channel ... even escalation to full remote control.

Create and categorize chat responses
Categorize chat responses, distribute messages to support teams, and search messages

Use Canned Messages for Common Responses

Make chat support even more efficient by using Canned Messages for common responses.

Support reps simply select a canned message from a dropdown and insert it into the chat.

Send Files, Nudge, Push URLs through Chat

BeyondTrust chat includes more than mere messaging back and forth.

Send Files: Send a screenshot, document or other file through the chat interface.

Nudge: Need to get the end user’s attention? Send a jiggle and audio alert to the customer client.

Push URLs: Use URL push to load a webpage on the remote browser.

Chat from iPhone in presetations

Chat During Training Sessions

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. BeyondTrust chat also facilitates team communication.

Collaborate with Other Support Reps or Teams

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 or representative – for a private chat.

Elevate to Remote Control

Most of the chat support software available lets you offer help from your website ... and stops there. If a website visitor needs deeper support, you have to open a separate remote control application.

BeyondTrust is different. Because BeyondTrust is a complete remote support solution, you can easily move from chat support to screen sharing and remote control.

After the support session, BeyondTrust can append the chat transcript and details from the remote support session to the customer's ticket.

BeyondTrust gives both you and your customer a seamless support experience.

Chat support for Android
Chat support for Android

Offer Chat Support to Customers on Mobile Devices

You support multiple platforms, so your customers are just on desktop operating systems. You also need to offer chat support to customers on mobile devices.

With BeyondTrust, you can offer chat support to customers on Android and Apple iOS devices, even without requiring them to download and install a mobile app.

BeyondTrust's web-based click-to-chat relies on HTML5 technology, which is supported by Android and iOS. Click-to-chat for mobile reduces the support time for mobile customers and is a clean, simple experience.

Of course, you can always chat with customers through the full customer client, which runs on every platform BeyondTrust supports.