Redefining the Support Experience with Virtual Onsite Support

Virtual Onsite Support

All too often technology users have experienced the frustration of being led through an inefficient phone-based support session that only succeeds in wasting valuable time. For an organization to be successful, it has to keep employees productive, critical systems operational and customers satisfied at all times.

Design One utilizes GoToAssist® to provide remote Help Desk Support. In an era in which customer satisfaction differentiates businesses from competitors across town or across the globe, GoToAssist’s revolutionary approach enables front-line support professionals to own the issue from start to finish. With a suite of integrated service delivery tools, GoToAssist makes it easy for representatives to quickly and efficiently install applications or troubleshoot technical issues and deliver a memorable customer experience every time. Front-line reps can also receive virtual over-the-shoulder coaching and advice from back-office experts throughout the organization. GoToAssist is consistently chosen by customers due to a faster time to connect with end users, faster time to resolve support incidents and overall ease of use. Service managers can monitor the quality of support delivered through GoToAssist with the ability to view live remote support sessions as they are in progress. In addition, managers can easily access session recordings, chat logs, diagnostic data and customer feedback through the online Management Center, equipping managers to measure the success of individual reps and teams and make better business decisions.

Virtual Onsite Support resolves a growing number of complex support issues

• Support a dispersed workforce remotely accessing business-critical applications
• Increase call capacity with the same or reduced budget
• Reduce incident-handling time and avoid costly escalations
• Avoid the financial and environmental costs of travel
• Accurately measure customer satisfaction
• Ensure secure session data transfer and storage

How it works:

Step 1: Through a customized GoToAssist Web portal, the end user submits a support request that appears in your GoToAssist Web-support queue. When the end user’s query appears in the queue, the GoToAssist thin-client is downloaded to the end user’s device with the end user’s permission.
Step 2: Your representative can immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools.
Step 3: At the end of the session, the end user immediately evaluates the support experience, enabling your organization to capture session metrics and maintain a high standard of customer satisfaction and loyalty.