Remote Support by GoToAssist » Training & Guides

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:

Webinar – IT without Borders: Supporting beyond Corporate Walls

Brenda Dentinger — Tue, 26 Jan 2010 19:02:53 +0000

These are transformative times for the workplace. Worker mobility is on the rise. And whether mobility is offered as an employee benefit or required during unexpected workplace disruptions, the IT help desk must effectively support employees — regardless of location.

Join us for an interactive Webinar to hear Sean Ryan, IDC research analyst, explore today’s workplace terrain and detail why organizations need to extend IT support beyond the four walls of the corporate office.

Attend this interactive Webinar to learn:

Why today’s business culture is creating an increasingly mobile workforce and what that means for the IT help desk
Key challenges presented by employee mobility and platform variety
How to select the right tool to effectively provide remote support, while reducing costs, optimizing efficiency and leveraging expertise
And more…

Date: January 28, 2010
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.

New Product, New Beta – Check out GoToTraining Beta

Brenda Dentinger — Thu, 17 Dec 2009 17:31:24 +0000

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 support needs, 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.

Webinar: Leveraging Surveys to Improve Customer Retention

Brenda Dentinger — Mon, 05 Oct 2009 22:13:56 +0000

Join us for a live Webinar to hear John Ragsdale, VP at The SSPA, share strategies for using surveys to radically improve the customer experience, accurately measure session performance and fortify one of your most important revenue streams.

Attend this interactive Webinar to learn:

Best practices for developing an effective survey strategy
How to use survey results to improve first-call resolution and customer satisfaction and loyalty
How to leverage customizable surveys to identify new revenue streams
And more…

Date: Thursday, October 8
Time: 11AM Pacific, 12pm Mountain, 1pm Central, 2pm Eastern

If you miss this webinar, you can see the recording on-demand by click the register link 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 Training Webinar – This Week!

Brenda Dentinger — Tue, 18 Aug 2009 18:28:52 +0000

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:

Thursday, August 20, 2009 at 10:00am Pacific Time / 1:00pm Eastern Time

We’ll be covering such topics as:

View and control your customers’ computers online to quickly resolve technical issues
Speed resolution with powerful support tools such as remote diagnostics, file transfer, and reboot/reconnect
Increase your support capacity using multi-support and unattended support
Plus much more

Innovative Tech Support with Team Collaboration Webinar

Brenda Dentinger — Mon, 18 May 2009 21:24:49 +0000

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

Click Here to Register

The Power of 30 Seconds: Best Practices for Exceptional Support

Brenda Dentinger — Tue, 28 Apr 2009 19:01:37 +0000

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

Roger Courville of the 1080 Group is also a popular blogger at thevirtualpresenter.com moderate.
Rich Gallagher of Point of Contact Group was the main presenter. Rich is a well known and very well regarded expert on customer service and training. He has publised many books including Great Customer Connections and more recently, What to Say to a Porcupine which sounds really funny so I would recommend getting it for your support center team meetings.

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.

Supporting Clients with Multiple Monitors

Brenda Dentinger — Thu, 19 Mar 2009 05:28:24 +0000

One feature I haven’t written about previously is Multiple Monitor Support. I don’t personally have multiple monitors (instead I have one monitor that seems to be the size of two) but a colleague keeps telling me how upgrading to two monitors was a “life changing event” for her.

Maybe your clients have introduced this life changing technology in their offices and you now need to support them. Good news — both GoToAssist Express and GoToAssist Corporate support Multiple Monitors – in a very similar way. For the purposes of this post, I’ll focus on GoToAssist Express.

All Citrix Online products are built for simplicity so this will be a simple explanation.

When you first start screen sharing, you will be notified that a customer has multiple monitors.
You can navigate among the monitors by arrows located on each side of the Viewer window.
If you and your customers both have 2 monitors, you can view both customers monitors on your 2 monitors.
The Monitor Layout window allows you to see the entire desktop and you can select a section of the desktop to work on.

If you’d like to learn more about this feature, you can visit page 13 of the GoToAssist Express User Guide or attend one of our live product trainings.

Launch & Purchasing Information

Brenda Dentinger — Wed, 11 Feb 2009 21:14:03 +0000

Congratulations everyone! We’ve launched GoToAssist Express 1.0!

Now you all should know I’m in marketing and I couldn’t resist developing a special ‘virtual’ launch video with Chris Pirillo to celebrate. Take a look:

Purchasing Information

By now, you should have received the email with instructions for how to purchase GoToAssist Express 1.0. In order to take advantage of your 30% beta discount, you will need to purchase within the next 60 days (by April 11, 2009). Here is a quick recap on how to purchase:

Login to your account on the new Web site: www.gotoassist.com
Be sure to use your beta email address / login and password – the system will recongize you as a beta customer and will automatically apply your discount to your account.
If you try to log in to GoToAssist Express from the system tray icon, you will be told your plan has expired and it will redirect you to the Web site to log in.
Once you’ve entered your beta login information, you will immediately see the plan options (monthly, annual and day pass) and you will see the special beta pricing.
Select your plan and click “Continue.”
You’ll need to enter your credit card billing information, then click “Continue.”
Confirm your purchase by clicking the “Buy” button. (Note: If you need to go back and edit your plan selection or billing information, you should do so before clicking the “Buy” button. )
Once you see the “Download Now” button you have purchased your plan and can start using GoToAssist Express 1.0.
If you would like to change your email address or any of your account settings, just click on “My Accounts” under the GoToAssist Express logo.

Global Customer Support

If you run into problems or have questions, our Global Customer Support department is always here to help, 24/7. You can contact them toll-free at 1-888-621-0542, or visit the Help and FAQ section of the Web site — our Global Contact information is listed there for your convenience.