Whenever I do a survey, I like to learn a little bit more about our customers so I always ask the survey sweepstakes winners a few more questions. As always, the people who use GoToAssist Express for remote support are in varied industries with interesting stories…
Ray Desjardins
Ray is a Chartered Accountant with a specialty in Information Technology (CA.IT) based in a small rural community (St. Paul) in northeast Alberta. His Chartered Accountancy practice has a strong emphasis on supporting his business clients technology needs, including accounting software, operating systems, network and other related issues.
They serve clients throughout Alberta and BC – with a few clients as far away as Japan. GoToAssist allows them to “hand over hand” our clients as if we were seated beside them at their computers – notwithstanding that we are often in a different time zone than they are.
What he loves about GoToAssist Express: “We love that we can make significant changes to clients systems (or install software) that may require a reboot without having to re-initiate a new session. I also love that I can multi-task more than one session at a time and thereby leverage my time.”
Victoria Yudin
Flexible Solutions is a Microsoft Gold Certified Partner focused on Dynamics GP in Garwood, NJ. They use GoToAssist Express to provide custotmer technical support.
What she loves about GoToAssist Express: “Being able to send files, how quick it is to get connected to a customer’s computer.”
Rick Kerns
Continuex Corporation creates software for the Long Term Healthcare industry (nursing homes and assisted living facilities). We have been doing this since 1982 and have customers in 37 states. We are located in the greater Seattle, WA area. Their customers call them for support not only with our software but with many situations that occur in their day to day business. The ability to quickly connect to their computer and see what they are seeing and to take actions that would be complex to explain to them allows us to deliver fast, accurate and quality support.
“In the past, we have used other connection tools…but GoToAssist Express has been the best of these tools. The fact that our customers do not have to purchase anything for us to connect to them when using GoToAssist eliminates any resistance from the customer to allow us to directly connect. The end result is a happy customer with a quick answer to their question. We even use it for mini-trainings but we also use GoToMeeting for most remote trainings.”
What he loves about GoToAssist Express: “It works each and every time even with some of our customers who are still using, believe it or not, some of our older DOS based software. Only GoToAssist Express works with these customers. Our most favorite new feature was the adding of unattended support. We do quite a bit of after-hours maintenance of our software with our customers and this new feature has made it possible to do this after hours when we don’t have to interrupt their daily activities. The bottom line is that this tool makes it possible to deliver the high quality support that we are known for and our customers remain happy. It is hard to even remember how hard it was to do that before GoToAssist.”
Jeffrey Holder
Meyer Trucking provides over the road trucking services, they are based in San Jose, King City and Bakersfield California. Jeffrey used GoToAssist Express to support his remote and mobile users.
What he loves about GoToAssist Express:
Unattended Support allows me access to remote systems running processes but not necessarily users. (i.e. time clocks and mileage servers), Session notes and reports allow me to determine how much time is spent on each session and any repeating issues. Great product – full featured and simple to use.
Tags: survey winners
