GoToAssist® Corporate™: Features
GoToAssist Corporate's comprehensive feature set is ready to meet the demanding needs of the busiest multi-user support organization.
Multiple Connection Methods
Receive support requests from a dedicated Web site, escalate phone support calls or emails to Web-based remote-support sessions or enable multiple options in a comprehensive control panel.
- Connection Code: Your representative can invite a customer to join a Web-based remote-support session by going to the GoToAssist Corporate support site or your own Web site and entering a unique connection code.
- Online Queue: Intelligent routing technology automatically sends customer inquiries to the appropriate support department and creates a queue for the next available representative.
- Select a Representative: Your customers can request help from a specific representative listed on your Web portal.
- Broadcast to All: Your customers can either click a button or type in a question and the request is sent to all representatives currently logged in to the system.
- View customization options
Representative Support Tools
Give your representatives the tools they need to resolve end-user issues faster.
- Two-Way Screen Sharing: Your representative and the customer can show instead of tell what's happening on their desktops while retaining control of keyboard and mouse functions.
- Remote Control: With the customer's permission, your representative can remotely take control of the customer's desktop to provide service just as if he or she were sitting at the customer's computer.
- Mac Support: PC-based representatives can view or share control of Mac users' desktops as well as PC users'. (Some features are not available on the Mac platform.*)
- Multi-Session: Your representative can support up to 8 customers at a time. Customer sessions can be viewed side-by-side in separate on-screen windows or in tabs.
- File Transfer: Your representative can instantly exchange files and folders with customers. Useful for applying patches, sending URLs and receiving log files.
- Live Chat: Your representative can chat in real time with customers and send your own pre-scripted messages or URLs for frequently asked questions.
- Remote Diagnostics: Makes it easy for your representative to get your customer's system information. Can be customized to gather information specific to your support needs.
- Annotation Tools: Both the representative and customer on the call can draw, highlight and point to items right on the screen.
- Reboot / Reconnect: Enables your representative to restart the customer's computer and automatically reconnect to the support session in progress.
- Multi-Monitor Navigation: Your representative can easily navigate around the customer's multi-monitor computer setup.
- Log-In as Administrator: Allows IT help desk administrators to remotely log in to customer computers to perform system administrative tasks without interrupting the session in progress. (Includes Send-Ctrl-Alt-Del.)
- True 24-bit Color: Provides a true-to-life, full-color view of the customer's desktop that's perfect for supporting high-graphic software or design applications.
*Features not available with Mac Support include Reverse Screen Sharing, File Transfer, Remote Diagnostics, Annotation Tools, Reboot/Reconnect and Log In as Administrator.
Team Collaboration Tools
Resolve customer issues faster and facilitate new employee training by leveraging the expertise of your entire support team.
- Session Transfer: Seamlessly transfers a question to another representative or to the support team as a whole. Useful for escalating issues to a higher level.
- Invisible Collaboration: Enables your representative to invite additional experts to give advice on a session but remain invisible to the customer. Great for new hire training.
- Visible Collaboration: Allows the customer to see when a representative has invited additional experts to collaborate on a session. An easy way to do warm transfers.
Tools for Managers
For more information about the many GoToAssist Corporate features available to support managers, visit the Management page.
- Customer and Agent Surveys: Get instant session feedback from both customers and support representatives.
- Manager Silent Monitoring: Silently view and monitor a live remote-support session while in progress, to ensure that representatives are following prescribed support procedures at all times.
- Session Recording and Archiving: All remote-support sessions, chat, diagnostics and customer feedback are recorded and archived for 90 days on GoToAssist Corporate servers for auditing and training purposes. With the new GoToAssist Data Replicator, that data can be easily exported to your local servers for permanent storage. Learn more about the GoToAssist Corporate Data Replicator. (PDF)
- Management Center: This management console includes team and individual representative metrics, chat session logs, real-time snapshot reports and many other reports and metrics.
- Manager's Dashboard: Observe real-time status of incoming queries or the status of representatives who are logged in.
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