The industry-leading remote support solution.

Citrix® GoToAssist™ is the industry-leading remote support solution to transform technical support into competitive advantage and rapidly lower support costs, improve end-user productivity and increase customer loyalty. GoToAssist hosts millions of remote support sessions annually for contact centers and help desks in large and small organizations, and enables them to provide world-class service, dramatically improve their incident handling capacity and change the way their organization views technical support.

How It Works

Citrix GoToAssist takes the guesswork out of technical support. With just a few clicks, your support staff can see what your end users see, and vice versa. Support staff can chat with end users in real time, guide them through a product demo, “push” a Web page or file transfer, or even take permission-based control of the end-user’s mouse and keyboard to show how to resolve a problem.

Key Benefits

With Citrix GoToAssist, companies can transform their technical-support organizations, such as contact centers, help desks and professional services, into critical competitive advantages that drive both increased revenue and profit.

• Rapid ROI: Citrix GoToAssist enables support desks to realize a rapid return on investment, which shrinks the payback period to a matter of weeks or months. Citrix GoToAssist can be implemented in days, and support staff training takes less than an hour. Customers report the following results:
• Increased first-call resolution by up to 70%
• Reduced incident-handling times by up to 60% relative to similar solutions
• Lowered total call volumes
• Thousands of dollars saved in reduced travel costs
• Customer satisfaction consistently above 90%

• Unmatched service quality: Citrix GoToAssist incorporates patented technology which enables faster time-to-connect to the end user, faster data transfer and faster problem resolution.

• Easy-to-use tools: Citrix GoToAssist ‘s ease of use not only enables rapid adoption of the tool throughout the support center, but also significantly reduces incident-handling time because representatives are able to quickly find and use the tools they need. Citrix GoToAssist ‘s easy-to-use tools range from remote diagnostics and fast file transfer to remote reboot with an automatic reconnect. This enables support desks to:
• Rapidly diagnose and troubleshoot an issue
• Propose and confirm a solution
• Train the end user how to avoid or fix the same problem the next time

• Measurable success: Too often support desks can’t provide business-line managers with appropriate or accurate operational metrics. Citrix GoToAssist reports focus not only on traditional metrics such as average-handling time, but also first-call resolution, and they enable support desks to gather immediate customer feedback at the end of the support session rather than months later.

• Industry-leading security: Citrix GoToAssist provides a highly secure connection with 128-bit, end-to-end AES encryption. This means that the data is always encrypted throughout the entire support session, unlike with other support solutions. Citrix GoToAssist also enables full HIPAA and GLB compliance, giving healthcare and financial end users peace of mind.

What value does Citrix GoToAssist provide?

Citrix GoToAssist is most useful for customers who need to:

• Handle increasing call volume without also increasing support budget and staff
• Reduce handling time for longer, more complex incidents
• Enable support desks to efficiently resolve incidents for novice end users
• Support business-critical applications and environments either for external customers or distributed employees
• Better and more accurately measure end-user satisfaction and incident-resolution rates