How to Create Trust During a Remote Session

One of the most important factors in support is the trust between the tech and the user. This becomes even more important when the two are only connected by remote support software. In today’s world of technology where media reports about massive system hacking appear almost weekly, many users are very skeptical about having someone…

The Dynamic Duo of IT Support

History, literature and pop culture are rife with examples of stellar singulars that turn unstoppable when combined. Think Lewis and Clark, Brad and Angelina, peanut butter and jelly — wait, that’s food. Well, you get the point. Now, you can add two more to the list: GoToAssist Remote Support and Service Desk. What makes this…

Six Steps to Amazing Customer Service

By Stacey Watkins What makes great companies so great? Most people would probably answer, “A killer product,” “A huge store that gives me tons of options,” or even “A technological superstar!” And this seems reasonable until you hear Shep Hyken answer this question. He says that great is not based on a cool product, lots…