Video: Fully Integrated In-Product Support
ENDING ABYSMAL SUPPORT
Endpoint security customers have learned to endure abysmal remediation and support. Long phone queues and tedious processes are the norm with most legacy vendors. Then it either takes days to receive custom signatures and patches, or a tech ultimately offers reimaging as the only recourse, while making the customer feel responsible for the issue. Webroot's cloud-based approach significantly simplifies the endpoint protection support process eliminating the traditional support headaches.
Ever since we started using Webroot, I have never been disappointed with the support and service. This is rare in companies, but it seems Webroot has made it a priority and that really is impressive.
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REDUCING WAIT TIMES »Sitting in long phone queues and waiting for custom signature delivery only adds to the frustration during a crisis. Better visibility via the Webroot Client/Cloud infrastructure and agent logs enables a proactive approach to helping customers resolve issues. |
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Long phone support queues
In-product support reduces or eliminates calls
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ENABLING PROACTIVE SUPPORT »Regardless of the issue IT admins only recourse is to contact their legacy endpoint support center to begin the tedious remediation process. Webroot reduces or eliminates phone support by fully integrating help into the client UI and admin console. Within minutes of a request Webroot support is immediately able to begin the remediation process with limited additional information from a customer. |
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Reactive approach to support
Client/Cloud architecture enables proactive support
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OFFERING REAL-TIME RESOLUTION »Once a legacy vendor diagnoses a problem, customers face additional delays while the vendor generates custom signatures and patches. Webroot's cloud-based approach bypasses the need for custom updates by protecting all endpoints in real time with the most up-to-date threat intelligence. |
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Delays in remediation
Real-time Cloud remediation & "no signature" approach
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DELIVERING RAPID ROLLBACK »Even after enduring complex support processes, more often than not legacy vendors ultimately offer reimaging as the only way to fully restore infected endpoints. Webroot eliminates the need for reimaging with journaling and rollback capabilities that can return PCs to their previous uninfected state. |
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Solving through Reimaging
Journaling and rollback can return PCs to original state
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PROVIDING SELF-REMEDIATION »Solutions that force reliance on the vendor cause an array of delays and frustrations. When Webroot customers do require support, they have the ability to self-remediate issues or get answers with the speed required to urgently get the endpoint infrastructure back online. |
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Dependent on vendor for remediation
Ability to immediately and remotely address the issue