5 Reasons Why GoToAssist Remote Support and Service Desk Go Better Together

Transcription

1 5 Reasons Why GoToAssist Remote Support and Service Desk Go Better Together Improve your customer support experience with the integrated GoToAssist toolset.

2 GoToAssist Remote Support makes it easy to help remote customers with technology troubles. In only a couple clicks, you can see their screen, troubleshoot their software and even reboot their computer. And, just like that, complex issues that may have taken hours over or phone are quickly identified and resolved. Key benefits of having both tools: Free up time and lower IT support costs Meanwhile, GoToAssist Service Desk is an excellent way to manage your IT services. You get an eagle-eye view of not just each customer incident but all problems, changes and releases your team is involved in. Gain total visibility into your IT support services Streamline IT workflow for team members Easily assist customers anywhere, any time Put both together and the results only get better. Remote Support and Service Desk integrate to offer a stronger support experience for customers and technicians. This can lead to a whole bunch of benefits, including fewer customer issues and reduced IT spend. For those looking to improve their customer support, the two modules are an inseparable pair. Here are the top 5 reasons why GoToAssist Remote Support and Service Desk just go better together. 2

3 1. You can track your incidents and support workflow. GoToAssist Service Desk provides a support workflow for the Remote Support module. If people are asking you for help, and you reach out with a live remote-support session, where do you track these interactions? Service Desk handles it for you. In your Service Desk dashboard, you can see all the tickets that have come in through your Customer Portal or via . You can then go into each incident for the nitty-gritty details who it s assigned to, what type of problem it is, when it should be resolved. If you need additional information, you can customize the ticket fields to collect what you need up front when a customer creates an incident. You have the option to customize statuses as well to reflect your support team s incident workflow. Beyond just marking a ticket as open or resolved, you can set it to say that the customer s been contacted, the problem has been identified or anything else. This lets you follow the progress of your team as they tackle tickets. With the overview provided by Service Desk, it s also much easier to see when certain issues are becoming more common for customers. You can link these incidents to a record of the problem, so you have a clearer picture of the whole scenario. Run reports on the issues afterwards to see trends in your support as they evolve. We ve achieved higher credibility with the leadership team, which recognizes that we have a well-defined, efficient process for IT service management: our workflow follows a standard sequence, we have three levels of support and we have one owner of the incident. The executives are confident that this model is solid. The Citrix solution is our bread and butter. Gaston Lopez Manager of IT CaseBank Technologies 2. You can maintain consistent customer information. Many smaller businesses keep track of their customer information in simple spreadsheets or basic CRM software. These methods are useful, but they re not always efficient for customer support. Teams waste time whenever someone has to search through multiple locations to find a customer s information when it should be right there with the customer s request. GoToAssist Service Desk presents all of the customer s information within the associated incident. You see his or her name, number, address and more at a glance. If the customer has created other issues, that information is retained for review as well. You can track all of the interactions this customer has had with your support services. 3

4 This is especially useful for teams where customers may interact with separate technicians each time. By maintaining a persistent source of information on the customer within Service Desk, you can quickly get a good sense of the customer s needs and expectations. This customer cataloging complements GoToAssist Remote Support, which does not store in-depth details on customers by its lonesome. When equipped with both modules, you can instantly jump into a remote-support session with all the relevant customer notes ready to go. 3. You can easily capture support session details. Because Service Desk integrates directly with Remote Support, launching a live session is very simple from within any incident. Below the customer s information, there s a button that will bring you directly into a new remote-support window. Once open, the session feeds information back into the ticket within Service Desk, tracking the status for all to see. When you take notes within Remote Support and save them, that information will also be pulled across into the incident when the session ends. You ll see these notes appear in the comments field. If your company has recording enabled, a link to the recording will be listed here as well. Service Desk automatically captures this information for you, so you have less legwork to do when resolving tickets. In the same way that you can quickly start a live session from an incident, you can generate a new Service Desk ticket or link to an existing one from within the Remote Support viewer window. So if you come across a new issue while remotely assisting a customer, you don t need to pull away from the viewer window to log it. The Service Desk incident list opens directly from the menu bar for you to find an existing issue or file another away. 4

5 I absolutely love GoToAssist Service Desk paired with Remote Support. I can resolve issues more quickly and efficiently track, document and delegate service requests from customers. Mike Simpkins Owner and Systems Engineer Rock Creek Solutions 4. You can reduce the volume of support sessions needed. Being able to remotely connect to a customer s computer to solve an issue is a fantastic resource, but giving your customers the means to help themselves is even better. In Service Desk, you can provide customers a dedicated online portal with self-help articles on frequently asked questions and common problems. The content for these articles can naturally develop as technicians work through incidents. When recurring issues arise, use their resolutions to quickly populate a knowledge-base article for future reference. Then both your team and customers can easily find the answer they re looking for, saving time and reducing the volume of calls coming into your queue. The online portal also provides a simple way for customers to create incidents when self-service isn t enough. They can also look at their open incidents, search the statuses and view any messages from the support team. All of this functionality together can help transition your support services away from a break-fix approach to a more proactive model. 5

6 Within Service Desk, you can easily and quickly link knowledge articles, files and other items to any incident. The customer can then see this shared content within their own online portal, further empowering them to help themselves. This greatly enhances your ability to help multiple people at once. And if a customer still needs live assistance, Remote Support is always a click away. One of the major benefits of GoToAssist Service Desk is the knowledge-base capability for self-service. By enabling our customers and partners to solve many issues and find answers to questions on their own, we have reduced the number of support requests by 60 to 75 percent. This frees our support staff to focus on testing and QA. André Corriveau Co-President of Product Management Cogiscan 6

7 5. You can expand your services with ITIL best practices. The Information Technology Infrastructure Library (ITIL), developed by the British government, is the worldwide standard for IT service management. The publications present a set of guidelines for how to plan, deliver and support IT processes. So if your company does more than IT support, or would like to, look no further than Service Desk. Going beyond incidents and remote-support sessions, GoToAssist incorporates the industry best practices of ITIL right into its design, so your team can stay on track for service excellence. By tracking problems, changes and releases within Service Desk, you can add clarity and structure to your support processes. Whenever changes or new software releases occur, the details approval, ownership and change notes can be logged in Service Desk, readily available for technicians to view. This helps keep the support team aware of what s happening, so they can be on the lookout for potential issues that result. If issues do crop up, the technicians can log them as a known problem, which can then be escalated back to the owner of the original change all within Service Desk. No time is wasted moving from one tool to the next. Service Desk actually forces people to adhere to the correct workflow, so they are practicing ITIL without even realizing it. Gaston Lopez Manager of IT CaseBank Technologies Both tools for better support GoToAssist Remote Support and Service Desk go hand in hand. By combining these critical tools, your IT support can be more efficient and effective, saving time for everyone involved. Your IT team goes home happy because they can devote more resources where it s needed. And your customers are happy because they get their issues resolved quicker. Want to try GoToAssist Remote Support or Service Desk? Sign up for a free 30-day trial today. Interested in GoToAssist Monitoring, the third jewel in our IT support crown? Learn more on the GoToAssist website. citrix.com 7

8 Corporate Headquarters Fort Lauderdale, FL, USA Silicon Valley Headquarters Santa Clara, CA, USA EMEA Headquarters Schaffhausen, Switzerland India Development Center Bangalore, India Online Division Headquarters Santa Barbara, CA, USA Pacific Headquarters Hong Kong, China Latin America Headquarters Coral Gables, FL, USA UK Development Center Chalfont, United Kingdom About Citrix Citrix (NASDAQ:CTXS) is a leader in virtualization, networking and cloud services to enable new ways for people to work better. Citrix solutions help IT and service providers to build, manage and secure, virtual and mobile workspaces that seamlessly deliver apps, desktops, data and services to anyone, on any device, over any network or cloud. This year Citrix is celebrating 25 years of innovation, making IT simpler and people more productive with mobile workstyles. With annual revenue in 2013 of $2.9 billion, Citrix solutions are in use at more than 330,000 organizations and by over 100 million people globally. Learn more at Copyright 2014 Citrix Systems, Inc. All rights reserved. Citrix, GoToAssist, GoToMeeting, GoToMyPC, GoToTraining, GoToWebinar, OpenVoice, Podio and ShareFile are trademarks of Citrix Systems, Inc. and/or one of its subsidiaries, and may be registered in the U.S. and other countries. Other product and company names mentioned herein may be trademarks of their respective companies /216111/PDF 8