Many organizations are seeking to add social support to their service portfolio since customers of today are often looking to company’s self-service sites (knowledge bases and support portals) and social sites for their customer service related issues. In many cases, especially for highly technical and interactive products, self-service isn’t enough. Technical customers need a deeper level of service which allows them to share their screens with technicians and support professionals. The ideal solution for businesses who sell and support technical products is the ability to connect with their users where they can combine the value of self-service with technical depth by escalating directly into a remote support session (full screen-sharing session) directly from self-service site or community.
GoToAssist, market leading remote support tool, now allows help requests to be initiated directly from community portals where end users congregate online. Users can transition from community, self-service support to full-service support, with customer-initiated support. This new feature allows one-click chat access and the ability to seamlessly escalate the chat session to full screen. Current and new customers have the ability to set up this new social support feature directly from their web UI. To learn how easy it is to set up, check out the quick start video.
At Citrix Synergy, the conference where mobile workstyles and cloud services meet, Citrix unveiled customer-initiated support, a new feature of their award-winning GoToAssist Remote Support cloud-based tool. In addition, they introduced an integration with Get Satisfaction, a leading customer engagement platform provider with 65,000 customer communities. The GoToAssist and Get Satisfaction integration shows how organizations enable their users (both customers and employees) to leverage communities for self-service with Get Satisfaction, but when needed, receive real-time support through chat or screen sharing with GoToAssist. In this way, organizations can now deliver a complete range of support services to their end users.
When self-service through your support community is not enough to resolve your customer’s issues, why not allow them to request live agent-based support directly from your community site using GoToAssist. Self-service support to full-service support with one-click – respond & resolve customer issues directly from your support community! GoToAssist Remote enables support organizations to deliver the most comprehensive social support!
GoToAssist customers can take advantage of a 30-day free trial of Get Satisfaction and receive 25% off their first year of service.