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Create a Custom User Experience for Each Customer

Customize Support Portals for Each Supported Brand or Customer
Customize Support Portals for Each Supported Brand or Customer

Eliminate phone support altogether and drive support requests right to your customized support website.

BeyondTrust lets your support center create custom Portals for each customer*, group, channel, or product you support. BeyondTrust Support Portals empower even IT outsourcers with multiple business customers to create a custom user experience for each customer.

Each public site contains multiple customizable customer-facing elements:

  • Public sites
  • Agreements and messages
  • Customer client
  • Exit surveys
  • Customer downloads

How do You Build a Custom Public IT Support Website?

Customized Support Portal

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 BeyondTrust appliance. Each public site contains multiple customizable elements:

Customize the HTML Templates

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

Upload Template Files to the File Store

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

Define Remote Support 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.

Build Custom Support Agreements and Messages for the Customers You Support

  • 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.
  • 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.
  • 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.
  • Multiple Languages - Messages can display in each language available on your appliance. BeyondTrust currently supports German, English, Latin American Spanish, EU Spanish, EU French, Italian, Dutch, Brazilian Portuguese, EU Portuguese, Japanese, and Simplified Chinese.
  • Customer Notices - Help desks can be inundated with support sessions caused by a larger IT outage, skewing key metrics, such as abandon rates and customer satisfaction. With BeyondTrust, managers can configure relatively short messages for one or more public portals, providing end-users a link to click acknowledging they were seeking support for the large-scale issue, ending their session and noting the reason.

Enhance Your Customers' Experience with Customer Client, a Customizable End-User Interface

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. You can customize the Customer Client interface by changing the font size of the chat display. You can also upload an image to display in the customer client so that customers see your brand.

Customer Client and End-User Interface Customizations

  • BeyondTrust Buttons - The BeyondTrust Button is a customizable icon you can place on a customer’s remote desktop, smartphone or application. Like other white-label BeyondTrust interfaces, you can replace the default BeyondTrust Button with an icon that matches your brand to reinforce your brand with customers.
  • 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, building trust with your customers and ensuring repeat business.
  • Custom Watermark - Display a personalized watermark on both the customer's and the representative's screen while the customer is in session to indicate that the rep can remotely see their screen.
  • Rep Profile Photos - Upload a rep's profile photo to the BeyondTrust user account, either manually or by association with an LDAP account with an existing photo.
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