When websites or web applications are critical to your business, you want to ensure customers are able to use them properly. Whether you’re a bank helping customers use their online accounts, or a software vendor assisting clients with specific web applications, the ability to see the end-user’s screen and show them what to do makes the process much easier.
Traditional remote support sessions involve full screen-sharing capabilities, allowing the support rep to view and control all of the end-user’s applications on the remote system. But this level of access isn’t necessary for support organizations that are only helping customers with a specific website or application. For security and compliance reasons, you may want to limit the support rep from going beyond the browser into unauthorized files and systems.
Bomgar includes the option to give support representatives view-only access to the remote browser, allowing them to assist with web applications without having full access to the end-user’s computer. During these Collaborative Browser Sharing sessions, the rep can view and mark-up the browser screen, chat with the end-user, and push URLs to new sites, allowing the rep to more quickly understand the issue and guide the end-user to a speedy resolution. But they cannot see or access any other content on the remote desktop, improving security for the end-user.
As with every Bomgar session, remote system access and session information is routed through the secure Bomgar appliance, which sits on-premises within the support organization’s own security measures. This means session data never passes through a third-party server, a concern with traditional co-browsing solutions.