Features
Improve customer satisfaction with fast and easy remote IT support.
Tools for Managers
GoToAssist Corporate gives you access to a powerful Management Centre so that you're always in control. From the initial customisation options, to real-time visibility into live support sessions and to robust reporting capabilities, remote IT management has never been simpler.
- Easy Administration
- Set up new representatives, control feature access, manage passwords and much more. You can also group representatives into teams to more easily manage different departments.
- Real-Time Monitoring
- With a dashboard view, you can easily monitor the status of incoming customer queries and verify that scheduled representatives are logged in and able to meet support demand.
- 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.
Robust Reporting
View team and individual representative metrics, chat session logs, real-time snapshot reports and many other reports and detailed metrics.
- Track important metrics such as customer satisfaction, call-handling time and first-contact resolution.
- Evaluate individual, group and company performance.
- Measure call volume and service levels.
- Receive automatic reports via email.
- Save data for future reference and accountability.
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. Get instant session feedback from both customers and support representatives.
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. And with the GoToAssist Data Replicator, data can then be easily exported to your local servers for permanent storage.
