June 24, 2009 by Nat Kunes
Hi GoToAssist Express users!
Many of you have been asking for a better way of submitting new feature requests and we have been listening. We now have a brand new system for you to submit and vote on these requests. Not only that, but you can now see the status of your requests to see if it is coming soon. To use the new system, just log into the forum at http://forums.gotoassist.com using your GoToAssist Express login, then click the orange feedback tab on the left of the screen. Then start voting and submitting requests. It that easy!
I hope to see you all in there!
Posted in Product Info - Express | Leave a Comment »
June 23, 2009 by Brenda Dentinger
Here are some photos from our recent trip to Vegas for the AICPA Tech+ Conference. It was great meeting you all and discusing your remote support needs. I look forward to staying in touch.
“Dr. Bob” from K2 Enterprises and Amber Mills from Citrix Online. Amber also conceived of and produced the “not your average support tool” Tshirts.
Byron Patrick came by to say hi, he uses GoToAssist Express to support his clients with hosted desktops and servers, something talked about quite a bit at the conference. Byron’s business, Hosted Solutions Inc is a comprehensive network hosting solutions and technology provider. They specialize in providing full IT Department support solutions and Hosted Network Infrastructures for businesses.
Dinner with AICPA customers and friends, left to right: Paul Weinberg, Brenda Dentinger, Tim Mehlhoff, David Shuman, Amber Mills, Amy Vetter, Tom Anchor.
Tags: accounting, aicpa, Events
Posted in Events, Product Info - Express | Leave a Comment »
June 17, 2009 by Nat Kunes
GoToAssist Express was just updated to a new version, build 170! New features that were just added to the product are:
Mac Support - We have added many new capabilities to our Mac version of our product, including: Chat, Notes, and Copy/Paste.
Bug Fixes - As always, we fixed a lot of bugs. As users, your feedback on these has been extremely valuable!
For a complete list of what was released, please visit our release notes at: http://blog.gotoassist.com/release-notes
More features are coming soon and will posted on the blog, so keep checking back!
Posted in Product Info - Express | 1 Comment »
June 4, 2009 by Brenda Dentinger
Well, what can I say, we consistently deliver superior products that people love. We’ve won another award for 2008 PRODUCT OF THE YEAR by Communication Solutions. Both GoToAssist Express and GoToAssist Corporate won awards.
From the TMCNET.com site: “The Communications Solutions Product of the Year Award recognizes the most innovative products that facilitate voice, data and video communications, or combinations thereof. This prestigious award is bestowed to companies who demonstrated the vision, leadership and attention to detail that are the hallmarks of the Product of the Year Awards.”
Tags: award
Posted in Product Info - Corporate, Product Info - Express, Remote Support Market | Leave a Comment »
June 1, 2009 by Brenda Dentinger
The folks at Sage always put on a great business partner conference, and Sage Insights in Nashville was no exception, even in this awful economy. While I wasn’t able to attend Insights this year due to personal reasons, (and I missed meeting up with all my Sage friends), I was able to score some photos, I guess the crazy hats were a hit!
Citrix Online Staff: Valerie Van Sande, Ana Ruvalcaba, and Beth Gilbert
Citrix Online Booth at Sage Insights 
Nicole Hawthorne leading a game of “Attract and Retain” Family Feud Style.
Tags: Citrix Online, gotoassist, sage, sage insights
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May 18, 2009 by Brenda Dentinger
Join us for an interactive Webinar on May 28 that will explore how innovative support teams are sharing expertise while in session to enable first-contact resolution, increase productivity and exceed customer expectations.
Go behind the scenes of GoToAssist Corporate to learn how your team can:
- Remotely collaborate in session to solve problems faster
- Increase knowledge transfer with in-session coaching
- Train new agents by shadowing sessions
Date: Thursday, May 28
Time: 10:00 Pacific / 11:00 am Mountain / 12:00pm Central / 1:00pm Eastern
Tags: collaboration, gotoassist corporate, webinar
Posted in Product Info - Corporate, Remote Support Market, Training & Guides, Webinars | Leave a Comment »
May 5, 2009 by Brenda Dentinger
I’m at Technology Services World now in Santa Clara, CA. This morning GoToAssist Corporate won not one but two prestigious award from the Service and Support Professionals Association (SSPA). Yay!
Winner: Innovation in Collaboration is awarded to companies who demonstrated how embracing collaboration has boosted productivity for service and support, including actual savings to the bottom line. With our Team Collaboration feature in GoToAssist Corporate, we innovated by incorporation collaboration into remote support at many levels — Manager Silent Monitoring, Agent-to-Agent Chat, Visible and Invisible Expert Collaboration — all regardless of geographic location. Bonus: training reps is easier and they can get ongoing training when they invite experts into their sessions to help troubleshoot.
Finalist: Innovaton for Infrastructure for showing how infrastructure improvements are being leveraged at our customer’s companies to cut operating expenses or improve employee productivity, including actual savings to the bottom line. We have many case studies that show how productivity enhancements lead to cost savings – especially in a tight economy. First contact resoultion is improved as experts are brought in to the session to help, customer satisfacation increases because thier problems are being solved immediately, and return on investment is strong b/c when you increase productivity, lower costs, and make happier customers, then you really can’t miss the roi goal.
Congratulations to the GoToAssist Corporate team who created this innovation and thank you to John Ragsdale and the industry award judges for this award, we are truly honored.
Here are some photos from the day.
All award winners, Citrix Online Staff, Brenda Dentinger and Doug Sillers on far right. John Ragsdale in back center.
Mixed Citrix Online Staff and Customers at booth in Expo hall.
Tags: award, sspa
Posted in Product Info - Corporate, Remote Support Market | Leave a Comment »
April 28, 2009 by Brenda Dentinger
I recently participated in a webinar organized by SupportIndustry.com about how to improve communication skills in the first 30 seconds of a call, building confidence, then adding technology to ensure an exceptional support experience. My co-presenters were
In this webinar, Rich talks about many communication techniques and processes that you can employ in your support center to improve service and help your representatives deal with upset or even angry customers. To give you an example, Rich explains why you shouldn’t say “I’m sorry” when talking with customers (news to me) as “I’m sorry” has been said so much it doesn’t mean anything anymore. (Now, I’m so sorry to hear this and I wish I’m sorry still worked as sometimes I really am sorry – darn! You’ll have to play back the webinar to see what to say instead of I’m sorry.) Following Rich, I talk about how you can seamlessly integrate remote support technology your or your team to really focus on communication skills and solving the customer problems. It is the combination of both — human skills and technology — that produces results for your call center.
You can view this webinar FREE, I’ve provided the link below:
The Power of 30 Seconds: Best Practices of Expeptional Support
There is a registration for this but don’t worry, you won’t get spammed to death so go ahead, enter your info and the enjoy webinar, it is a good one! Be sure to write back your comments and thoughts about the webinar. Would love to hear any tips you have for better customer support.
Tags: communication skills, support center, training, webinar
Posted in Product Info - Corporate, Remote Support Market, Training & Guides, Webinars | Leave a Comment »
