Two Waves of Support: Balancing Security & Mobility

Nathan McNeill, VP of Product Management:
We get a lot of, you known, "Well, what if our users have a VPN?" And, our question back is, "Well what if they do?" A lot of times the issues are with how do you get the VPN connected. So then, they have the solution once the VPN is connected to support the user, but half the issues are with the VPN anyway. So again, it's kind of a way to support each of your users no matter where they are.

So, some of the capabilities of the Bomgar Box™. It does allow you full screen, mouse, and keyboard control. It's kind of like if the rep was local to the customer's PC and was just able to sit over their shoulder and fix the problem themselves. It puts the rep in the cockpit and lets the user sit back and enjoy the ride. This cannot be overstated what a huge help this is in a support scenario. No one gets terribly impressed when a rep walks through a difficult issue with a customer or a user over the phone but we do get impressed when someone - when a pilot walks a pedestrian through landing a plane. But, both of those things are kind of the same. That fixing a computer and flying a plane over the phone are kind of the same. And, they're both very, very difficult. And, with our Remote Support products, our rep is able to do that, you know, directly versus having to work through the user.

We also include file transfer and chat so you can file transfer back and forth through the PC with permission from the user. We allow you to reboot the remote system and then automatically get it reconnected back to you. This is, even if the user's not present if the PC. The example there is if, you know, we have a lot of systems integrators that are customers of our. And, if they've got a lawyer that they're servicing on the other side, they don't want to tell him that he's got to sit there and watch them work while they fix their PC because they might have to reconnect back. It allows you to work without the user having to sit there and watch.