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.
Help Desk Institute (HDI) held their annual conference last week in Orlando. A team of us attended and worked in our booth in the exhibit hall. It was a busy week and I personally had a lot of fun talking to customers and propsects about clientless remote support. We also had a special visitor from the future, named GoToBot. I really liked GoToBot. He was a clever little guy… sang, danced, made people laugh.
It is so nice to be able to share in the giving this holiday season. I’d like to tell you a bit about our newest product, GoToTraining. It is in beta now and it is free to use during the beta. So if you have any training needs beyond your traditional remote supportneeds, or if you know someone in training, sign up for the beta and give us your feedback. We are expecting GoToTraining 1.0 to launch in early 2010 so now is your chance to check it out for free and provide feedback to our product team.
Here is more info about what you can do with GoToTraining Beta:
Invite prospective trainees to register at an Online Course Catalogue.
Deliver live interactive trainings to up to 200 attendees.
Store training materials online for download.
Test your audience before, during or after trainings.
You can sign up here or by clicking on the try it free button below.
Join us for “Windows 7 Migration Nirvana,” a virtual roundtable hosted via GoToWebinar and Twitter. We will discuss the issues small businesses encounter as they migrate to and support Windows 7, and share tips and tricks from experts on the new platform.
Today’s workforce is eager for flexibility and is embracing mobility. Firms across all industries are allowing, even encouraging, workers to telecommute and connect to headquarters from the road. With the workforce going mobile, IT faces the challenge of providing reliable, fast tech support while managing costs and productivity. Join us for a live, interactive Webinar with guest speaker Matt Healey, senior research analyst at IDC. Healey will share proven strategies for driving the delivery of reliable and cost-effective remote support for 2010 and beyond.
Get the most out of your usage of GoToAssist Express with our monthly training, scheduled for this week on Thursday at 10am Pacific time. Here is the link to sign up:
Join us for a live Webinar to hear John Hamilton, president of Service Strategies, discuss how
technical organizations are adopting industry performance standards and remote-collaboration
technologies to deliver world-class service.
You will hear firsthand how Ultimate Software uses Service Capability & Performance (SCP)
Standards as a foundation for achieving near-perfect customer satisfaction, increased
loyalty and recurring revenue streams using remote support technology.
Attend this Webinar to learn best practices for:
Understanding and measuring service excellence
Driving support efficiency and productivity
Leveraging remote-support technologies
Date: August 20, 2009 Time: 10:00am Pacific
11:00am Mountain
12:00pm Central
1:00pm Eastern
A bunch of us went to the CompTIA Breakaway conference this year in Vegas. Here are some photos from our trip.
Attendees visiting our booth at CompTIA Breakaway.
Nat Kunes and Kristen Morrison doing demo’s of GoToAssist Express. Amber Mills standing by to give away the ever-popular “Not Average Support Tool” shirts.
Citrix Online employees: Nat Kunes, Anthony Peters, Kristen Morrison, 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.
