Remote Support for the Systems Integrator

Justin Brock, Manager of eCommerce:
Thank you Joel. Another question. How do you overcome customer's concerns about security when you're connecting to them remotely?

Joel Bomgar, Founder & CEO:
Good question. Some people ask this. Honestly it's much more of an issue when people are initially evaluating it. They anticipate that this is going to be a sticking point with the customer and in reality it almost never is. For a couple of reasons - there's a couple of things you can look at. One, typically when you're doing tech support as a systems integrator, VAR, or even an enterprise, the individual you are doing troubleshooting for has requested support from your company proactively. Meaning, you're already a trusted provider, you already do some type of work for them or they're accustomed to calling you as an entity to receive support. So, there's already a trust relationship involved with that. Secondly, this session has to be initiated by the end user so they know that they are actively clicking a link. They are actively granting permission. Every stage of that they are prompted to make sure that that is what they want to do. So, it's very clear that the control's in their hands.

Also, during the session, the end user has overriding keyboard and mouse control which means, if at any point they start feeling uncomfortable about this individual that's connected, all they have to do is touch the mouse or the keyboard and it immediately - their interaction with the compute overrides the support rep's interaction with the computer. Also, at the end of the session, and again, the customer can always click the big stop session button at any time during the session. So, that's always available to them if they start to get uncomfortable. At the end of the session our application is completely removed from the remote system and it prompts them - it says basically all traces of Bomgar™ have been removed from your computer. No support representative can access your computer without you proactively starting another support session.