GoToAssist® Corporate™: How It Works for Your Customers
Make remote support easy for your customers as well as for you and your team.
Joining a GoToAssist Corporate Session
There are several ways your customers may join remote-support sessions, depending on how your organization has chosen to configure GoToAssist Corporate:
- Enter a Connection Code: Your representative provides a Connection Code (over the phone or through email) that your customers enter online to join a session.
- Submit a Question to the Queue: Customers type their questions on an online form and get routed to a queue that automatically connects them with 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.
Your customers are prompted to download a small, self-installing plug-in and asked to permit either view-only screen sharing or shared keyboard and mouse control.
Receiving Live Support
Here's what your customers will experience during live support sessions:
- Customer Chat Window: This enables customers to initiate screen sharing, send chat messages, transfer files to the representative and end the session.
- Live On-Screen Help: When customers give your representative keyboard and mouse control, they'll see their cursor moving around and can watch everything being done. (They can regain control by jiggling their mouse or hitting any key on the keyboard.)
Providing Feedback
At the end of the session you can ask your customers to answer a few simple questions on a customizable feedback form to let you know how they felt about the service they received.
