Archive for the ‘Links / Resources’ Category

Webinar: Impact of Remote-Service Delivery on the Professional Service Industry

November 17, 2009

Join us for an interactive Webinar to hear Jeanne Urich from Service Performance Insight discuss the game-changing impact of remote-service delivery on the PS industry. She’ll explore the compelling benefits of remote service and provide best practices for making your PS organization a best-in-class global contender.

We will also be joined by Eric Frank, president and co-founder of NexTec Group. Frank will share with us how GoToAssist® Corporate™ has helped his company provide high-touch services remotely.

Join this live Webinar to learn:

  • Leading industry drivers and trends of remote-service delivery
  • How tools like GoToAssist Corporate raise the bar on remote-service delivery
  •  How NexTec Group uses GoToAssist to significantly increase consulting capacity while slashing costs

Date: November 19, 2009
Time: 11am Pacific, 12pm Mountain, 1pm Central, 2pm Eastern

Note: If you can’t attend the live webinar, you can still sign up to view the recorded version on demand. Just click the regisration button above.

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Webinar: Strategies for Developing a Highly Collaborative Support Environment

September 14, 2009

This Tuesday, September 15 at 10am Pacific time, we are hosting a webinar with the SSPA on using collaboration as part of your remote support environment. Here are the details for from the webinar invite. If you aren’t able to join live, you can still register (before or after the webinar) and an archived webinar link will be sent to you.

Register Here

Web collaboration has emerged from the economic ashes of 2009 as a high-impact support technology with a compelling ROI. And it’s no surprise — the benefits of Web collaboration for technical support include improved service levels, reduced operational costs, effective team communication and enhanced customer experience.

Join us for a live Webinar with John Ragsdale, VP of the Service and Support Professionals Association (SSPA). Ragsdale will discuss the business and customer value of Web-collaboration tools and share case studies of organizations that are leveraging this technology to thrive in a tough economy.

During this 1-hour interactive Webinar, you’ll learn:

  • The 9 functional modules of Web collaboration
  • How business can use Web collaboration to deliver better customer support
  • Which Web-collaboration modules deliver the fastest ROI
  • And more…

Strategies for Developing a Hightly Collaborative Support Environment

Date: Tuesday, September 15, 2009
Time: 10am Pacific, 11am Mountain, 12pm Central, 1pm Eastern 
Speakers: John Ragsdale, VP of Research, The SSPA and Brenda Dentinger, Product Marketing Manager, Citrix Online

Register

 

 

If you aren’t able to catch the live webinar, you can click the registration link above and view the archived webinar on-demand.

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GoToAssist Express Wins Stevie People’s Choice Award

August 24, 2009

ABA09_Winner_L

 

 

Thanks to you all, we have won the Stevie Award for New Product of the Year by The American Business Awards.

 

This is a prestigious award coveted by many software companies. Our win is a direct result of votes by consumers of software products and clearly shows our leadership in the remote support market. For more information, you can read our press release.

Thanks again to everyone who voted!

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Dave Graveline – You Were My First…

August 19, 2009

…GoToAssist Express radio interview that is :-) And it was great, thanks for taking the time and for sharing your love of our remote support product.

If you would like to hear Dave’s Aug 14, 2009 show called “Into Tomorrow”, you can listen by clicking here: Into Tomorrow with Dave Graveline. (I recommend it, he is wonderfully entertaining.) I’m in hour 2, about twenty minutes into the segment.

You can sign-up for Dave’s FREE once-a-week TechNewsLetter and keep an eye on what else “Into Tomorrow” is doing!  Just type your Email address in the red box on the right at http://www.graveline.com/.

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Webinar: The Service Strategies’ Roadmap to World-Class Tech Support

August 17, 2009

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
Register

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Vote for GoToAssist Express on Stevie People’s Choice Awards

May 14, 2009

PeoplesChoiceAward0

 

 

 

Please vote for GoToAssist Express on the Stevie Award’s People’s Choice Award for Favorite New Product.

Just click this link to get to the Stevie People’s Choice Award site.

Then Select “Favorite Software as a Service”

PeoplesChoiceAward1

 

 

Finally, Select “Citrix GoToAssist Express”

PeoplesChoiceAward2

 

 

I’ll let you know the results.  Thanks!

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10 Ways to Improve Your Client Relationship

August 27, 2008

Acquiring new clients is only half the battle for businesses – holding on to them and growing them counts, too. Check out this partial list of 10 tips for improving your client relationship from the TechRepublic blog.

 

·      Have a clear contract with your client. The better the client understands your role, the better they’ll feel about the relationship.

·      Be willing to say no. In many cases, clients ask you to do things beyond your capabilities or interests. When these new requests are outside the contract agreement, don’t be afraid to say, “I’m just not qualified to perform this service.”

·      Be willing to say yes. After weighing the opportunity the client offers you, say yes to the jobs that are within your capability but will require you to work a little harder than usual. The more work you do on the client’s behalf, the more valuable you become.

·      Be a problem solver. Sometimes your activities allow you to see things that can be helpful to the client. Weigh these opportunities, and when appropriate, help (or offer to help) the client solve the problem – even if they didn’t know the problem existed.

·      Stay focused. When you deliver what you promised, on time, you build your credibility and enhance your relationships.

 

Yep, that’s just 5 out of 10. Check out the complete list at Tech Republic.

 

If you would like to comment on this post, please log in to the Beta Forum at forums.gotoassist.com.

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Your Best Support Day Ever

January 4, 2008

Jeff Dray’s entry “The Gods of Support Were Smiling on Me Today” on the TechRepublic Help Desk blog makes us want to know, what was your best support day ever? Tell us in the forum.

For Dray, a great day meant not having to travel far, handling easy-to-fix problems and dealing with relaxed, cheerful customers. Hmm, I wonder if he’s heard about GoToAssist® Express Beta?

If you would like to comment on this post, please log in to the Beta Forum at forums.gotoassist.com.

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