Citrix® GoToAssist® revolutionises the way support, consulting and IT professionals deliver technical help to their customers across the globe. With GoToAssist, organisations can provide a superior experience by offering fast, easy and secure remote support services.
To experience the power of GoToAssist first-hand, click here and sign up for a free trial.
For more information, please phone us at 0800 42 4874, or visit GoToAssist.
Business Benefits of GoToAssist
GoToAssist enables organisations to significantly improve incident-handling capacity, improve customer-service levels and provide a highly positive experience for both end users and support staff – all at an affordable price.
Rapid ROI
GoToAssist enables organisations of all sizes to experience a rapid return on investment (ROI). Our customers report the following results:
- Increased first-call resolution rates by up to 70 percent
- Reduced incident-handling times by up to 60 percent for more complex cases
- Lower total call volumes due to fewer repeat calls
- Thousands of dollars saved in reduced travel costs
- Customer satisfaction consistently in the 90 percent or higher range
Industry-Leading Quality of Service
GoToAssist's proprietary technology enables faster time to connect to the end user, faster data transfer and faster time to incident resolution. The technology includes:
- A thin-client download that is 50 to 75 percent smaller than other similar solutions
- Efficient screen refresh, shortest-path routing and highly effective data-compression algorithms
- Patented session brokering and session-maintenance technology for highly persistent support sessions
Industry-Leading Security
GoToAssist provides a highly secure connection with end-to-end, government-approved Advanced Encryption Standard (AES) encryption, which means that all data is encrypted throughout the entire support session. In addition, GoToAssist includes best-practices security measures, including permission-based support modes, unique session logins and the recording of all remote-support sessions, customer data and chat logs.
Measure Your Success Reporting
Support centers are often tasked with providing reliable customer-satisfaction data or metrics related to higher revenue and lower costs to business-line managers. GoToAssist addresses this need for reliable information by capturing customer feedback and incorporating business-driven reporting.
Best Practices for Customer Success
To ensure your success before, during and after deployment, Citrix Online has developed the GoToAssist Best Practices program and resource centre. The Best Practices program consists of four stages: Planning, Launch, Adoption and Utilisation; and provides information, tools and tips to help ensure your long-term success, satisfaction and return on investment with GoToAssist.
To experience the power of GoToAssist first-hand, click here and sign up for a free trial.
For more information, please phone us at 0800 42 4874, or visit GoToAssist.
How It Works
Your organisation can be up and running with GoToAssist in just a few days. Plus, GoToAssist's incident-resolution tools, reporting functionality, integration services and technology are based on support best practices, directly contributing to lower support costs, improved end-user productivity and increased customer loyalty. GoToAssist is consistently chosen by support organisations over other solutions due to better security and faster incident-resolution times.
GoToAssist is available in English, French, Italian, German, Spanish and Dutch and is delivered on demand through a fully redundant network of six data centres worldwide for faster performance.
Here's how it works:
Step 1: The end user goes to the GoToAssist support portal and types in a support request. The Web-support request is then queued for the next available representative. With the end user's permission, the GoToAssist thin-client is downloaded to the end user's device while the end user is in the Web queue. The representative then begins a remote-support session with the end user.
Alternatively, the end user can move directly from a phone call with your representative to a remote-support session. To do so, the representative provides the end user with the Web portal URL and a unique connection code to begin the remote-support session.
Step 2: Your representative can immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools, including:
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ChatLink™
Remote Diagnostics
File Transfer
Reboot/Reconnect
Remote Viewing/Control
Annotation Tools
Team Collaboration
Session Transfer |
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Step 3: At the end of the session, the end user immediately provides input on the support experience, enabling your organisation to address session metrics and maintain a high standard of customer satisfaction and loyalty.
To experience the power of GoToAssist first-hand, click here and sign up for a free trial.
For more information, please phone us at 0800 42 4874, or visit GoToAssist
