Citrix GoToAssist Review

Basic Blurb about Company [Up to 120 words]

GoToAssist is Citrix’s solution for remote IT support, and it’s the only remote-support product line offering two distinct products designed to meet the specific needs of business professionals in a variety of industries. Whether you’re an individual support provider, an IT manager, or running a multi-agent support center, GoToAssist’s award-winning technology makes remote support easy.

Citrix GoToAssist’s products are GoToAssist Express (for individuals and small businesses), and GoToAssist Corporate (for large businesses with multi-agent support teams).

Basic Features

Both GoToAssist Express and GoToAssist Corporate offer users screen sharing, multiple sessions, PC and Mac support, remote diagnostics, live chat, login as administrator, file transfer, annotation tools, reboot/reconnect, and true 24-bit color. Below is an overview of each products respective features.

GoToAssist Express

· Easy Setup – Sign up and set up in just two minutes.

· FastSupport.com Entry Site – Seamlessly transition from a phone call into an online support session by directing a client to the FastSupport.com site and providing a 9-digit support code.

· Instant Email Invitations – One click sends the client a Microsoft® Outlook® email or an instant message containing a link to the support session.

· Multi-Monitor Support – Easily provide support in multi-monitor environments.

GoToAssist Corporate

· Multiple Connection Methods – It only takes a few seconds for your representatives to connect with customers with GoToAssist Corporate. There are three customizable connection methods:

1. Web Site: Allow customers to initiative a support request through your Web site

2. Connection Code: Representatives share a connection code with customers on the telephone

3. Online Queue: Intelligent routing technology automatically sends customer inquiries to the next representative.

· Language Availability – Select from the following fifteen languages on your customer and/or representative interfaces.

· Team Collaboration – Enables a representative to invite additional experts to collaborate in a single GoToAssist Corporate session. Invited representatives can be visible or invisible to the end user.

Administrative Tools – Management Center, Manager’s Dashboard, Session Recording, Manager Silent Monitoring, Surveys and Reporting, Integration Options, Data Replicator

Standout Features [Bullet points]

· GoToAssist Express received a PC Magazine Editor’s Choice Award in 2009

· GoTo Assist customers have reported first-call resolution rates by as much as 70%, lower total call volumes due to fewer repeat calls, and customer satisfaction in the 90% or higher range

· Unattended Support – Offered on the Express platform, this application allows you to work on your customers’ computers even when they are away. You can set up Unattended Support on as many computers as you like!

· The Management Center offered by GoTo Assist Corporate products is a comprehensive way for managers to easily access built-in tools and strengthen overall team performance

Technology

Citrix GoToAssist is designed for maximum security and performance. There’s no client pre-installation necessary, so any support professionals with an Internet connection can participate.

End-to-end 128-bit Advanced Encryption Standard (AES) and Secure Sockets Layer (SSL) encryption ensures that the data exchanged in all GoToAssist sessions is completely secure.

Happy Customers [If any listed on site]

MMSI, Harris Technology, Sage UK Limited, Swisscom, Ultimate Software, March of Dimes

Support

Search online help files, watch training videos, download user guides or contact Global Customer Support 24 hours a day, 7 days a week.

Bottom Line

Citrix GoToAssist can offer companies of all sizes a well-rounded, easy help desk product. Support professionals can effectively control a customer’s computer and move quickly to resolution—allowing them to both keep customers happy and quickly move on to the next issue. Users will see optimized resolution times and lower support costs, while their customers will enjoy a better customer experience.