September 22, 2009 by Brenda Dentinger
A colleague recently asked me what my plans are if our kids school closes this winter due to HINI penetrating our community. I looked at him blankly and sighed. In spite of all the hype around the upcoming flu season, I hadn’t really thought of it actually. Being a working mom, I sometimes filter all the data (meaning I don’t have time to watch the news) or I just stay in denial and hope my carefully crafted balancing act won’t be disrupted by things outside of my control (yeah right.)
Well, Eric, you brought up a really good point, and it got me thinking. Fortunately, I work at Citrix Online and we have lots of tools that enable me to work remotely from home, using GoToMyPC I can log into my work PC, I can collaborate online with my colleagues using GoToMeeting, and get support remotely from my IT HelpDesk with GoToAssist. Heck, I can even present in a webinar from home (assuming I’m well enough and don’t have screaming children in the background) using GoToWebinar. I know this seems like a shameless plug for all Citrix Online products but these products have enabled me to have flexiblity in my crazy-busy life.
So like last year, I know that I will work from home when my kids are sick or if their school closes – but I hope they dont’ get too sick (fingers crossed really tightly) and I certainly hope the school doesn’t close. But if it does, there will be lots of families looking for ways to stay connected to their work and some of those people will even be in IT.
The beauty of using GoToAssist is that you can use it from anywhere. You can remotely support your employees from home just as easily as if you are in the office or on the road. Everyone in IT and business should be thinking about business continuity for their companies, see this article from Business Week: Small Business Urged to Prepare for Swine Flu. But have you also thought about business continuity for yourself? How will you support all those employees who have to stay home due to school closures? What will you do if your school closes?
Photo: Collin Anderson
Tags: business continuity, remote support, working remotely
Posted in Remote Support Market, Trends | 2 Comments »
September 17, 2009 by Brenda Dentinger
Many of you already know Chris Pirillo, for those of you who don’t, he is a very funny geek, technology enthusiast, and host of both internet and tv technolgoy shows – among many other things (click on his name to learn more).
Yesterday, Chris wrote a blog called Grow Your Business Using GoToAssist Express. It is a great introduction to why companies need GoToAssist Express for their remote support solution. “Save yourself a whole lot of time, headaches and money by using a piece of software that will pay for itself in a matter of days. It’s simple to use, and a very powerful tool to have.” says Chris Pirillo.
Thanks Chris!
Tags: blog, chris pirillo, GoToAssist Express, remote support
Posted in Product Info - Express, Remote Support Market | Leave a Comment »
September 14, 2009 by Brenda Dentinger
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 »
September 11, 2009 by Brenda Dentinger
“Beware of freeway” writes John Ragsdale, VP of Technology Research a the SSPA in his recent report called Market Overview: Web Collaboration. Ten Distint Modules Comprise this Popular Support Technology.
The following is a quote from John’s report, which defines how collaboration works in remote support tools:
Beware of freeware. Basic Web chat and desktop sharing can be had for free and is often bundled into e-commerce servers and other IT and support tools. But keep in mind, you get what you pay for. Lower-end and freeware products offer less security, little or no audit trail, and integration to an incident management or knowledgebase system may be nearly impossible.
You can read more from John in his blog: http://jragsdale.wordpress.com/
If you are member of the SSPA you can access the report as a part of your membership. Otherwise, you can contact them to purchase it.
Tags: remote support, sspa, freeware, ragsdale
Posted in Remote Support Market, Security | Leave a Comment »
August 31, 2009 by Brenda Dentinger
Posted in Uncategorized | Leave a Comment »
August 19, 2009 by Brenda Dentinger
…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/.
Tags: dave graveline, express, radio
Posted in Links / Resources, Product Info - Express, Remote Support Market | Leave a Comment »
August 18, 2009 by Brenda Dentinger
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
Posted in Events, Training & Guides, Webinars | 3 Comments »
August 17, 2009 by Brenda Dentinger
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
Tags: support center, webinar
Posted in Events, Links / Resources, Remote Support Market, Trends, Webinars | Leave a Comment »
August 13, 2009 by Brenda Dentinger
A bunch of us went to the CompTIA Breakaway conference this year in Vegas. Here are some photos from our trip.
Attendees visiting our booth at CompTIA Breakaway.
Nat Kunes and Kristen Morrison doing demo’s of GoToAssist Express. Amber Mills standing by to give away the ever-popular “Not Average Support Tool” shirts.
Citrix Online employees: Nat Kunes, Anthony Peters, Kristen Morrison, Brenda Dentinger.
Posted in Events | Leave a Comment »
