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.
BeyondTrust administrators can determine which messages your customer will see before the session begins, such as:
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.
BeyondTrust allows the user to be in control even before the session begins by offering multiple options for requesting remote support: