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Customer Client on Mac OS X with Application Sharing Panel
Customer Client on Mac OS X with Application Sharing Panel

Remote Support from your Customer's Perspective

The BeyondTrust Customer Client enables customers to interact with representatives during remote support, chat, or presentation sessions. Because it is the most secure remote support solution, BeyondTrust places a top priority on user controls.

Customers Can Override Remote Control

Relinquishing control of their mouse and keyboard can be a bit intimidating when a first-time user experiences remote support. To mitigate this, the BeyondTrust remote support client reassures customers they are in control, even while you are supporting their system. Customers can always regain control of their computer just by moving the mouse, and a ‘Stop Session’ button in the lower right corner of the remote support client gives the user the ability to end the session easily.

All major actions the rep takes are permission-based. For instance, the customer has to grant permission for the rep to view the screen, take control of the mouse, and initiate a file transfer.

Customers Can Limit Remote Control

Administrators can enable even more user control by requiring the user to specify which applications to share. For instance, if a user is having trouble with a PowerPoint Presentation, the user can just grant access to that particular program without sharing the whole desktop.

Require acceptance of a customer agreement
Require acceptance of a customer agreement before offering support

Messages, Prompts, and Agreements

BeyondTrust administrators can determine which messages your customer will see before the session begins, such as:

  • A customer agreement, requiring the customer to accept the terms of entering a support session (BeyondTrust logs the customer's response)
  • A greeting, which may include the estimated wait time and the customer's position in queue
  • An on hold message, in case support is delayed
Bomgar Customer Client Chat Window
BeyondTrust Customer Client Chat Window

Brand the BeyondTrust Customer Client

You can brand the support client and other customer-facing elements of BeyondTrust.

Not only do these customizations reassure customers that they're dealing with your support organization, but they also keep your brand top of mind for end users. If you're an IT outsourcer providing support for multiple companies, you can even brand a unique customer client for each of your customers with their logos.

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

Customer Session Initiation Options

BeyondTrust allows the user to be in control even before the session begins by offering multiple options for requesting remote support:

  • Select the rep’s name on the support portal
  • Enter a session key given by a rep on the phone
  • Submit an issue from a front-end survey on the support portal
  • Open a BeyondTrust Button to enter the support queue