GoToAssist® Corporate™: Management
GoToAssist Corporate provides advanced administration, monitoring and reporting capabilities for administrators responsible for multiple support representatives.
Management Center
View data and perform administrative tasks on the Management Center Web site or use the customized Manager's Dashboard to monitor live remote-support activity.
- Easy Administration: Set up new representatives, control feature access, manage passwords and more. Group representatives into teams to more easily manage different departments.
- Real-Time Monitoring: View the status of incoming customer queries and verify that scheduled representatives are logged in and able to meet support demand. Use the Silent Monitor to observe live support sessions as a quality control measure.
- Advanced Reporting: Track important metrics such as customer satisfaction, call-handling time and first-contact resolution by generating custom reports in the GoToAssist Corporate Management Center.
- Evaluate individual, group and company performance
- Measure call volume and service levels
- Receive automatic reports via email
- Save data for future reference and accountability
Additional Management Tools
Use feedback, recorded sessions and the Best Practices Resource Center to get more ideas on how to optimize your support program.
- Customer and Agent Surveys: Post-session surveys let you know instantly if a customer had a positive, negative or neutral experience and see if the customer and representative considered the incident resolved. View sample survey results.
- 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 GoToAssist Data Replicator, data can then be easily exported to your local servers for permanent storage.
- Best Practices Resource Center: This online customer resource center contains useful information designed to help maximize and accelerate return on investment.
