Archive for the ‘Product Info - Corporate’ Category
October 14, 2009
I recently conducted a survey in which I asked about the benefits of using GoToAssist Corporate. I thought I’d share some results. Here are the top 3 business benefits of using our software:
- Faster problem resolution
- Increased customer satisfaction
- First-contact resolution
None of these are surprising, really, we’ve known the benefits of remtoe support for a long time now (in fact, we actually created these benefits when we launched the product 9 years ago.) The question that remains is how much do these benefits really impact our customer’s businesses. As you know, support and IT departments are cost centers. If you can speed up the resolution of a problem, you can quickly see a reduction of costs and an increase in customer satisfaction.
Using GoToAssist Corporate tools, you’ll have real-life data that you can access and share with your managers about how you’ve make your business more profitable. We are not your average support tool!
Posted in Product Info - Corporate, Trends | 2 Comments »
September 30, 2009
Did you know there is a survey tool built right into GoToAssist Corporate? This means you can automatically survey your customers immediately following remote 
support incident. The survey tool is customizable so you can track the metrics important to you and your business. Metrics you can track: first-contact resolution (FCR), customer satisfaction (CSAT), customer loyalty and the return on your investment of a remote support tool (ROI).
There are lots of benefits associated with pushing transactional surveys out to your customers, here is a quick overview:
- Improving customer retention leads to improved revenues. Just read Fred Reichheld’s book, The Ultimate Question. He says “Acquiring a new customer can cost 6 to 7 times more than retaining an existing customer.”
- Measuring your performance allows you to take immediate action to improve your performance. Transactional surveys are sent just after the session. You can review all survey responses. This is an opportunity for you to turn things around for customers who had a negative experience, to praise your reps when things go well or coach them if they need improvement.
- Socialize your metrics. Share your improvement scores with your executive team and your reps. Everyone will be thrilled to hear how you improved FCR by 30% saving the company $100K or more. Or that your improved CSAT by 20%. And make sure you calculate and share your ROI.
There is alot more I could say about surveys. If you want to learn more, please contact your account manager. If you don’t know who your account manager is, call 800-549-8541 to find out.
Tags:customer surveys, fcr, loyalty, roi, satisfaction
Posted in Product Info - Corporate | 2 Comments »
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
If you aren’t able to catch the live webinar, you can click the registration link above and view the archived webinar on-demand.
Tags:collaboration, remote support, sspa, webinar
Posted in Links / Resources, Product Info - Corporate, Remote Support Market, Training & Guides, Webinars | Leave a Comment »
June 4, 2009
Well, what can I say, we consistently deliver superior remote support products that people love. We’ve won another award for 2008 PRODUCT OF THE YEAR by Communication Solutions. Both GoToAssist Express and GoToAssist Corporate won awards.
From the TMCNET.com site: “The Communications Solutions Product of the Year Award recognizes the most innovative products that facilitate voice, data and video communications, or combinations thereof. This prestigious award is bestowed to companies who demonstrated the vision, leadership and attention to detail that are the hallmarks of the Product of the Year Awards.”
Tags:award
Posted in Product Info - Corporate, Product Info - Express, Remote Support Market | Leave a Comment »
May 18, 2009
Join us for an interactive Webinar on May 28 that will explore how innovative support teams are sharing expertise while in session to enable first-contact resolution, increase productivity and exceed customer expectations.
Go behind the scenes of GoToAssist Corporate to learn how your team can:
- Remotely collaborate in session to solve problems faster
- Increase knowledge transfer with in-session coaching
- Train new agents by shadowing sessions
Date: Thursday, May 28
Time: 10:00 Pacific / 11:00 am Mountain / 12:00pm Central / 1:00pm Eastern
Tags:collaboration, gotoassist corporate, webinar
Posted in Product Info - Corporate, Remote Support Market, Training & Guides, Webinars | Leave a Comment »
May 5, 2009
I’m at Technology Services World now in Santa Clara, CA. This morning GoToAssist Corporate won not one but two prestigious award from the Service and Support Professionals Association (SSPA). Yay!
Winner: Innovation in Collaboration is awarded to companies who demonstrated how embracing collaboration has boosted productivity for service and support, including actual savings to the bottom line. With our Team Collaboration feature in GoToAssist Corporate, we innovated by incorporation collaboration into remote support at many levels — Manager Silent Monitoring, Agent-to-Agent Chat, Visible and Invisible Expert Collaboration — all regardless of geographic location. Bonus: training reps is easier and they can get ongoing training when they invite experts into their sessions to help troubleshoot.
Finalist: Innovaton for Infrastructure for showing how infrastructure improvements are being leveraged at our customer’s companies to cut operating expenses or improve employee productivity, including actual savings to the bottom line. We have many case studies that show how productivity enhancements lead to cost savings – especially in a tight economy. First contact resoultion is improved as experts are brought in to the session to help, customer satisfacation increases because thier problems are being solved immediately, and return on investment is strong b/c when you increase productivity, lower costs, and make happier customers, then you really can’t miss the roi goal.
Congratulations to the GoToAssist Corporate team who created this innovation and thank you to John Ragsdale and the industry award judges for this award, we are truly honored.
Here are some photos from the day.
All award winners, Citrix Online Staff, Brenda Dentinger and Doug Sillers on far right. John Ragsdale in back center.
Mixed Citrix Online Staff and Customers at booth in Expo hall.
Tags:award, sspa
Posted in Product Info - Corporate, Remote Support Market | Leave a Comment »
April 28, 2009
I recently participated in a webinar organized by SupportIndustry.com about how to improve communication skills in the first 30 seconds of a call, building confidence, then adding technology to ensure an exceptional support experience. My co-presenters were
In this webinar, Rich talks about many communication techniques and processes that you can employ in your support center to improve service and help your representatives deal with upset or even angry customers. To give you an example, Rich explains why you shouldn’t say “I’m sorry” when talking with customers (news to me) as “I’m sorry” has been said so much it doesn’t mean anything anymore. (Now, I’m so sorry to hear this and I wish I’m sorry still worked as sometimes I really am sorry – darn! You’ll have to play back the webinar to see what to say instead of I’m sorry.) Following Rich, I talk about how you can seamlessly integrate remote support technology your or your team to really focus on communication skills and solving the customer problems. It is the combination of both — human skills and technology — that produces results for your call center.
You can view this webinar FREE, I’ve provided the link below:
The Power of 30 Seconds: Best Practices of Expeptional Support
There is a registration for this but don’t worry, you won’t get spammed to death so go ahead, enter your info and the enjoy webinar, it is a good one! Be sure to write back your comments and thoughts about the webinar. Would love to hear any tips you have for better customer support.
Tags:communication skills, support center, training, webinar
Posted in Product Info - Corporate, Remote Support Market, Training & Guides, Webinars | Leave a Comment »
April 1, 2009
I am pleased to introduce the release of GoToAssist Corporate version 9.0. With this release we have added several new enhancements and improvements to our remote support software solution in functionality, including the following:
Representatives using GoToAssist Corporate can now remotely connect to customer computers running Macintosh OSX 10.4 (Tiger) and 10.5 (Leopard). This includes the ability to chat with Mac customers.
A new option has been added to reboot/reconnect capability in GoToAssist v9 where the representative can automatically force the remote PC to Reboot into Windows Safe Mode with Networking and automatically reconnect back into session.
Requesting customer login credentials is another new and powerful feature available in GoToAssist Corporate v9. This feature provides a private and secure method for end-user customers to temporarily store their Windows login credentials on their PC and allow representatives the ability to apply these credentials to log into their PC while in a GoToAssist session. This way the customer is freed up from having to be tethered to their PC during long support sessions.
In v9, we have made several enhancements to the chat component available in GoToAssist. We have added several visual notifications that help the reps more effectively manage multiple simultaneous chats and keep the customer’s needs top in mind.
GoToAssist Corporate v9 also has improvements in the viewing and navigation of multi-monitor systems. At the start of the session, reps are presented with a map of the end-user’s monitor layout and they can jump from screen to screen from the map, using UI buttons, or via keyboard shortcuts.
I will be highlighting many of these features in future blog postings, so stay tuned.
When can you get v9? If you are a small/medium size business customer, your GoToAssist Corporate account will be upgraded in batches during the month of April. If you have a larger GoToAssist implementation, your account manager will be in contact with you.
>> Barry
Tags:remote support GoToAssist Corporate
Posted in Product Info - Corporate | Leave a Comment »
February 25, 2009
Years ago when I was doing tech support for a hospitality software company we had a lean team of support reps and I was having a particularly stressful week. Tons of calls coming in, no easy resolutions, frustrated customers. Many of you can probably relate. I remember one of my buddies on the help desk saying to me “everything is broken…nothing is working.” That became our phrase of the day when the you-know-what was hitting the fan and there was no clear end in sight. Friday rolled around and I made my 100-mile commute home–exhausted–but happy to meet up with my husband and some friends to get dinner and catch a movie. Throughout dinner, I tried to put the stress of the busy week behind me, grateful that I wasn’t on call that weekend.
We got to the movie theater, bought our tickets and settled in for a relaxing film–or so I thought. We were seeing Pushing Tin (so that dates me a bit). If you haven’t seen Pushing Tin, it is decent film about air traffic controllers and stars John Cusack and some other folks. I don’t remember a whole lot about the movie except this key bit that changed my outlook on tech support forever: Tech support is like air traffic control except for one REALLY MAJOR difference. I didn’t have thousands of people’s lives in my hands depending on me to land them safely. My job was crisis control and managing a lot of moving parts in a similar sort of firing squad approach that air traffic controllers have to deal with. But nobody was going to die if I didn’t get it right.
And with that, my outlook changed. I relaxed, enjoyed the rest of my weekend and went back to work Monday knowing that I could take my job seriously (but not too seriously) and focus on giving the very best support I was able to provide with a smile on my face, knowing that all I needed to do was solve some technical issues, not get someone home to their family.
I have enormous respect for those of you who support customers everyday. I know how intense it can be. Our customers are the lifeblood of our businesses, and in this economy that means a whole lot more than it used to. You are the heroes of the organization and that’s why we are here. To create great products that make your jobs easier, improve your customers’ experience and help bring those figurative “planes” in for a landing. I look forward to hearing from you and getting to hear your stories.
Posted in Product Info - Corporate, Product Info - Express, Remote Support Market | Leave a Comment »
February 24, 2009
I am sure you have noticed the changes to this blog and the GoToAssist Web site. GoToAssist Express is really only half of our remote support story. The other half is GoToAssist Corporate. Now that GoToAssist Express is no longer in beta, this blog will be dedicated to the remote support market as a whole, with special attention focused on the GoToAssist offerings when appropriate (when we have some news or something to share). You can read more about the purpose of this blog in the new Introduction I wrote.
Speaking of introductions…I would like to introduce you to my esteemed colleages who manage GoToAssist Corporate. You have not heard much from them in the past but we share a future, you will be hearing from them soon.
Barry Dacus, Sr Product Line Manager, GoToAssist Corporate
Barry has gobs of experience in the remote support market and has managed GoToAssist Corporate for years.
Gretchen Nemechek, Product Marketing Manager, GoToAssist Corporate
Gretchen was kind enought to help me demo GoToAssist Express in Vegas at Digital Experience at CES where she was interviewed by TechPodcasts / Geekazine, check it out.
You already know me, Nat and Gayle. You can read about us all in the appropriately titled About Us page on this blog.
Posted in Product Info - Corporate, Product Info - Express, Remote Support Market | Leave a Comment »
