Remote Support by GoToAssist » Links / Resources

Six Traits of the Successful Small Business Owner from Inc. Magazine

Brenda Dentinger — Mon, 30 Aug 2010 16:29:45 +0000

I came across this article published by Inc. a while ago and thought it would be good to share here since many of our customers are small businesses but I think this list applies to anyone in any type of career.

Ability to collaborate: delegate, build strong releationships, connect with customers.
Be self-fulfilled: love what you do and your passion will help you be successful.
Future-focused: think not only about today or this year, have the future planned out.
Curious: read, ask questions, learn. When you ask a lot of questions you can uncover more truths.
Tech-savvy: relying on new technology helps businesses succeed. From what I’ve heard from our customers, remote support technology is critical for folks in IT and Software support. In fact, I surveyed our customers and found that by using GoToAssist Express, customers see a productivity increase of 30% to 50%, leading to increased revenues of $50K to $100K a year. That is one strong ROI!

You can read the full article from Inc. Magazine here.

Setup an Unattended Session on Fastsupport.com in under 2 minutes!

Tem Boylan — Wed, 26 May 2010 09:50:20 +0000

I’ve been looking at a ton of user comments from surveys, UserVoice, etc… and I decided to address an issue that seems to be showing up rather frequently. Many of you might not even be aware that the feature exists. So here it is, a very quick and easy way to setup unattended support when you are on-site, physically at the target machine. Along with the written steps, please take a look at my quick instructional video. I created it using GoView, another great product from Citrix Online.

Follow these simple steps:

Go to following URL: https://www.fastsupport.com/unattended
Click on “Set Up Unattended Support”
You will be prompted to login to your GoToAssist account
- Enter your GoToAssist username and password
You will be prompted to enter your system username and password
- (e.g. Domain Admin, Local Admin, Local User Account with install rights, etc.)
You will be prompted to enter the following information
- Computer nickname (e.g. Bob’s Office Computer)
- Access Code (Unique to this machine)

That’s It. Your Computer will now show up in your Unattended Machines list!

Click on icon below to watch a step by step presentation of the steps outlined above:

Happy Holidays Everyone

Brenda Dentinger — Thu, 24 Dec 2009 19:10:37 +0000

I’ll be off enjoying a holiday and family activities through the end of the year so the blog will be quiet for a couple of weeks. I do hope you all have a wonderful break and year end. I’ll be back in early January with tales of Legoland, SeaWorld and skateboards (my 3 year old twins have demanded skateboards for Christmas and I am bewildered about how to handle this request. Skateboards can’t be safe for 3 year olds, can they?)

Here’s an inspirational video to entertain you while I’m away. Enjoy and happy holidays everyone.

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

Brenda Dentinger — Tue, 17 Nov 2009 20:31:07 +0000

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.

Webinar: Strategies for Developing a Highly Collaborative Support Environment

Brenda Dentinger — Mon, 14 Sep 2009 17:27:23 +0000

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.

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

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

GoToAssist Express Wins Stevie People’s Choice Award

Brenda Dentinger — Mon, 24 Aug 2009 18:05:30 +0000

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!

Dave Graveline – You Were My First…

Brenda Dentinger — Wed, 19 Aug 2009 18:52:14 +0000

…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/.

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

Brenda Dentinger — Mon, 17 Aug 2009 20:59:02 +0000

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

Vote for GoToAssist Express on Stevie People’s Choice Awards

Brenda Dentinger — Thu, 14 May 2009 20:38:20 +0000

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”

Finally, Select “Citrix GoToAssist Express”

I’ll let you know the results. Thanks!

10 Ways to Improve Your Client Relationship

Gayle Turner — Wed, 27 Aug 2008 21:23:58 +0000

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.

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