Remote Support by GoToAssist » Trends

The Power of One: Why Customer Service Can’t Ignore Social Media

Richard Kaplan — Thu, 29 Dec 2011 20:52:00 +0000

Dave Carroll & Catriona Wallace

With over 11 million YouTube hits, Dave Carroll’s song “United Breaks Guitars” resulted in a 10% decline in United Airlines’ share price. It also demonstrated to the world the power of social media as a customer resolution channel.

Join this live webinar with Dr. Catriona Wallace, director of Fifth Quadrant, as she speaks with international social media sensation, acclaimed public speaker and musician Dave Carroll.

Date: Wednesday, January 11

Time: 10 AM (PST) / 1 PM (EST)

Speakers:
Dave Carroll, Musician and Public Speaker
Catriona Wallace, Director, Fifth Quadrant

This is a rare opportunity to hear a legend in social media share important lessons and firsthand insights on how leading companies must compete through exceptional customer experiences.

Attend this interactive webinar to learn:
• Why organizations can’t ignore social media as a customer service channel
• What the power of one person means to us as consumers and employees
• What organizations should consider when implementing a social strategy
• And more…

2011 Trends in Collaborative Support: On-Demand Webinar

Richard Kaplan — Thu, 06 Oct 2011 00:21:45 +0000

John Ragsdale, VP of Tech Research at TSIA

Web-collaboration tools have emerged as one of the most popular technologies across all service divisions. This suite of tools – ranging from desktop sharing, collaboration between support reps and even supervisor silent monitoring – is seeing high rates of adoption and planned spending.

Download this free webinar with John Ragsdale, TSIA’s VP of technology research, as he reveals for the first time the new TSIA 2011 survey results, including rate of adoption of web-collaboration tools, satisfaction levels and spending numbers.

View this webinar to discover:

• The ROI of web collaboration for technical support, including metrics impacted
• Key areas of product differentiation
• Why “freeware” increases risk for your organization
• And more…

Learn more about additional webinars from Citrix Online.

IT staff would rather work from home – Is your company prepared?

Jackie Murphy — Fri, 29 Apr 2011 15:58:15 +0000

35% of IT employees said they’d give up 10% of their salary for the chance to work from home full-time, reports IT Manager Daily, drawing on a recent survey by IT job board Dice.com. Some companies are looking for ways to satisfy IT employees without impacting their budgets. Working from home, says IT Manager Daily, is a no-cost benefit to the company and a perk to many employees. It’s a win-win for both. View entire article here.

www.ITManagerDaily.com

Is your company prepared for telecommuting? It’s a great time to learn what business tools are available. GoToAssist Express is a great solution for IT employees who want to work from home; it allows them to provide their valued service to customers using the market-leading remote support tool.

In fact, many of our Citrix Online products are designed specifically to allow users to work with anyone from anywhere. Check out our full suite of products. And speaking from experience, telecommuting is a good thing. I work from home about fifty percent of the time since I live in West Los Angeles and our Citrix Online office is in the Santa Barbara area which is a 2 hour drive. I am definitely more productive and I’m happy I don’t have to fight the terrible I-405 & I-101 traffic everyday to get to work.

According to the International Telework Association and Council, on average, workshifting yields:

22% increase in employee productivity
20% decrease in employee turnover
60% decrease in employee absenteeism

And to learn more about the many advantages and best practices of telecommuting or remote work, visit this informative site: www.workshifting.com.

A big “Thank You” to our customers!

Jackie Murphy — Thu, 17 Mar 2011 15:51:22 +0000

Frost & Sullivan honors Citrix Online with the 2010 Best Practices Award as Market Leader in Remote Support.

What does that mean? GoToAssist Remote Support is #1. Well, we say it’s our customers who are number one for utilizing our market-leading remote support tools each and every day, so Thank You! We know you have other options but you choose us.

Frost & Sullivan presents this Award to companies who demonstrate excellence in capturing the highest market share within their industry while maintaining four key performance factors:

Factor 1 – Success of the remote support solution
Factor 2 – Global acceptance
Factor 3 – Resilience in a competitive environment
Factor 4- Innovation for the future

Frost & Sullivan believes that Citrix Online has achieved the market leadership position through sound strategy and excellent implementation and delivery of their solutions. Here’s a quote from the Frost & Sullivan report: “Citrix Online’s GoToAssist solution has found favor with users, for both internal and external support. The company’s offerings are designed to be simple to use, secure, cost-effective and reliable.”

Thank You! Thank You! Thank You! Keep on providing excellent support to your customers and using GoToAssist!

Won’t You Be Our IT friend on Facebook?

Richard Kaplan — Wed, 09 Mar 2011 21:20:17 +0000

Share your IT insights on Facebook

Yes, come visit us on Facebook at www.facebook.com/GoToAssist !

We need your insights about IT and tech, and you’d probably like an outlet to voice your opinions (and annoyances) with what’s going on in the always evolving IT world.

Not to mention, I’m sure you are dying to know what club I was at last night, and how I danced and partied like it was 1999. And I guess you can’t live without reading what are my top-10, most-favorite apps. And maybe you will just stop breathing if you haven’t read the latest sizzling words on my new girlfriend.

Not!

No, you won’t find any personal drivel on the GoToAssist Facebook page. Instead, connect with the GoToAssist team and voice your views about remote support and GoToAssist. The team is ready to offer industry insights, best practices and well maybe just as a wee bit of dirt on their latest party antics.

So, come and talk shop on our Wall!

Webinar: Customer Support in a Mobile and Social Media World

Richard Kaplan — Thu, 24 Feb 2011 18:44:52 +0000

A Mobile, Social Media World. Image courtesy of Mike Licht on Flickr.

A new survey from SupportIndustry.com reveals that mobile devices and social media are forcing a major paradigm shift in the customer support industry.

Join this interactive webinar with industry expert Rich Gallagher and learn how mobile support environments and social media are transforming support in 2011 and beyond.

In this live webinar, you will discover:

* Why most support operations will adopt a mobile support strategy in 2011
* Directions for social media support
* The future of web chat as a support channel
* And more…

Register here for the webinar, to be held Thursday, March 24 at 11 AM PST / 2 PM EST. Attendees will receive a complimentary white paper from SupportIndustry on the topic.

To learn more about the speaker, Rich Gallagher, click here.

To be amused by more mash-up illustrations by Mike Licht, visit here.

State of the Support Industry: HDI Reveals Key Metrics and Average Salaries

Richard Kaplan — Thu, 13 Jan 2011 00:15:17 +0000

HDI's Annual Industry Survey

Who earned what in 2010? And what were the key metrics for technical support centers across the country? HDI has just released a summary of the most requested info from its annual survey of the IT service and support industry.

The HDI “Hot Sheet” casts light onto industry standards for such important metrics as time to respond to phone calls, first call resolution rate, and costs per incident for each channel.

Find out how you measure up here.

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.

Get Ready to Support Remote Workers

Brenda Dentinger — Mon, 19 Jul 2010 21:06:31 +0000

Working remotely is such a hot trend right now, I thought I’d share one of the many articles I’ve read recently. This one, written for Small Business Trends, spoke of how working remotely can save a company thousands of dollars per employee, increase employee productivity and reduce employee turnover.

If you are in IT, you’ll need a strategy for supporting all of your remote workers. RDP and other free tools won’t work if someone is having VPN problems. You’ll need a remote support tool that is reliable and easy to use so your productivity isn’t impacted because someone remote is having technical problems.

Is your customer suffering from Computer Stress Syndrome? (I know I am.)

Richard Kaplan — Thu, 27 May 2010 17:30:30 +0000

Need some help here! Photo courtesy of Flickr Commons

I’ve got a confession to make. I usually try to hide this from my more tech-sophisticated friends, but sitting at my home are two computers with mounting problems. And sitting next to them is an irritated wife who fumes over Internet connectivity issues and a son who tends to sob every time he tries to download a song and his iPod crashes. Sometimes he supplements those tears with a well-formed curse before the word “Dad.”

I’ve tried to track down and resolve these issues. I’ve spent tedious hours looking for helpful hints on Internet forums. But all my efforts have only ended in me deleting my PC’s audio driver and losing sound. (Please don’t ask me how.)

Americans love their glistening, data-munching machines and they celebrate that treasure trove called the Web. But at the same time, those much-beloved technologies are an unending source of stress.

A recent study by the Customer Experience Board says two-thirds of consumers have either experienced significant computer problems or contacted tech support last year. OK, I’ve done both. Furthermore, I join 78 percent of users who feel at least somewhat tech savvy, however that same group is afflicted with what one expert is calling “Computer Stress Syndrome.”

Despite all manufacturer efforts, computer technology is complex, prone to malfunction and even susceptible to “disease.” After all, connectivity means being exposed to the contagion of viruses and malware.

All that is enough to make a grown, supposedly practical fellow like me start pulling out my hair and weeping, when not dodging the angry glares of my family. Yes, I’ve got Computer Stress Syndrome and I’ve got it bad.

We consumers need help. And we often aren’t getting it from manufacturers and vendors. Microsoft, apparently hurting for revenue, tells those who want live help to get out their credit card. In fact, Forrester Research recently reported that only one major computer manufacturer has decent consumer ratings, nearing 80 percent “good” ratings, while other major producers barely achieve a majority of “OK” ratings. (Can you guess who scored the decent ratings?)

There’s a deep and growing gap in support, and that’s where all the tech wizards using GoToAssist Express and Corporate need to step in. To tell the truth, sometimes I feel like you guys and gals are the grease keeping civilization from coming to a big screeching halt and complete mental breakdown.

(Next: Consumer views of tech support: the latest research)