My how time flies. It seems like only yesterday when we were up in Santa Clara at the Technology Services World (TSW) conference. The GoToAssist team was in full swing catching up customers, making new friends. When I asked the staff later what stood out about the conference, they said “the overall passion our customers had for the GoToAssist product, I’d had never been to a show where so many people came up just to say they use GoToAssist and love it!” (Such a good comment I had to use it on the blog.)
While at TSW, I checked in on some sessions and happily found that the topic of First Contact Resolution (FCR) was very popular. The message: FCR drives not only customer satisfaction and retention but cost reduction as well. In GoToAssist land, we live FCR everyday, it is one of the most important metrics in support and services. In you want to learn more about how to improve your FCR rates with remote support, review this webinar. You can also read more about the TSW conference on John Ragsdale’s : Eye of Service blog.
Here are some pics from the event. Enjoy!