30% of user support is account recovery
When users can help themselves, it improves their experience and reduces your workload.
Groove.id's unique account recovery process is more secure than traditional methods, easier for users, and less work for you to manage.
Here's how it works.
If you don't have access to your device, click to request help.
You record a video of yourself saying some random words we give you.
We'll give you a special link, which you share with a colleague.
Your colleague visits the link, signs in, and watches the video you recorded.
Your colleague confirms your identity and which words you said.
You now are signed in.
Why this is better
Easy for the good guys
Humans are great at recognizing people. Our brains are hard-wired to do it.
Hard for attackers
An attacker can't spoof a video from someone else, because of the random words.
Users don't have to wait for the help desk, they can have peers, managers, or anyone else they designate help them.
It doesn't rely on text messages, secondary emails, mother's maiden name, or any similar mechanism. Text messages are trivial to intercept, and the protection on secondary accounts is often weaker than primary accounts. Why make the account recovery path less secure than the primary login path? Strangely, many vendors do exactly this.
Reduces Insider Risk
IT staff have the aggregate power of all the accounts whose credentials they can reset. Think your help desk staff can't see the company's financial information? Think again–if they can reset the CFO's password, they can see the financial information.