Remote Support Solutions

Advantage on the Internet is proud to introduce GoToAssist. This award winning remote supprt solution enables organizations 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 organizations 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 center. The Best Practices program consists of four stages Planning, Launch, Adoption and Utilization and provides information, tools and tips to help ensure your long-term success, satisfaction and return on investment with GoToAssist.

For more information and advice on the Web-based remote access, remote support and online meeting solutions available via Advantage on the Internet please contact us now.