GoToAssist remote support software from Citrix provides a business solution that enables a computer support representative to take control remotely of the computer having problems. If you have ever had to spend time on the phone trying to explain to the technical support person what is wrong with your computer, you know how frustrating it can be. GoToAssist software can help ease this frustrating scenario.

Businesses can buy GoToAssist to help customers with computer issues. It is often more cost effective to have help desk or technology person help the user through remote access of the desktop than it is to have the employee make a site visit to address the issue. Citrix GoToAssist can help your company with the following issues:

1. Solve technical problems faster by accessing the client's desktop rather than wasting the client's time trying to decipher what is wrong by telephone.

2. Reduce travel and support costs by staying in the office to rectify the client's computer problems via GoToAssist.

3. Increase customer satisfaction by fixing the computer issue quickly and efficiently.

Action Steps
The best contacts and resources to help you get it done

Consider GoToAssist Corporate if you need collaboration tools

GoToAssist Corporate is ideal for collaborating with team members who are in different locations. In this global economy, people work with team members spread out all over the world, so having a tool that enables collaboration easily is essential. GoToAssist Corporate is a comprehensive solution that can be used by call centers, technology consulting firms, help desks and outsourcers.

I recommend: Sign up for a free 30-day trial of GoToAssist from Citrix Online. Citrix GoToAssist information can be found on the GoToAssist Beta blog. It has all of the latest details on the GoToAssist products.

Buy GoToAssist Express for your basic business needs

GoToAssist Express was designed for help desk support for a small business and individual support providers. It allows a business to provide fast remote access help to their clients. The GoToAssist cost for the Express version is a lot less than the more robust Corporate program, however small businesses may find that the Express is all they need.

I recommend: Try the Beta version of Express version 30 days for free from CNET.com. View webinars at Citrix Online. Subscribe to the GoToAssist Newsletter.

Monitor your GoToAssist remote support system with manager dashboard reports

Managers can watch in real-time the status of incoming calls and the performance of their help representatives to ensure they are responding within the established time frame. Managers can determine customer satisfaction by reviewing the customer feedback surveys and resolution rates. Managers also have the option of playing back recorded sessions and reviewing the chat transcripts to ensure high quality levels.

I recommend: To see what the product will look like, go to eWeek.com to see screen shots from the program. Visit KnowledgeStorm to get the webcast on improving customer satisfaction through remote technology use.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Citrix GoToAssist provides case studies showing how Citrix GoToAssist has impacted some Fortune 500 companies.