The eBiz Blog

Every once in a while we have a customer experiencing a problem that is just really hard to solve without us being able to see what the customer is seeing on their computer.  So we've been looking for a cost effective way to provide remote access support and have finally found a great tool to do it.

What is remote access support?  Basically it allows us to access the customer's computer remotely from our location so that we can see what they see on their computer screen.  It also allows us to temporarily control their computer to fix any problems they are having or to show them how to use any software on the computer.

We've been testing GoToAssist for several weeks and it has been everything we have ever hoped for.  We've been able to help customers by demonstrating advanced website building techniques, solving highly technical problems, and even exchanging large files through the interface.  The whole system worked surprisingly well and was incredibly easy to use by both us and some of our less tech-savvy customers.

The service is powered by Citrix Online, which is the same company that offers GoToMyPC and GoToMeeting.  You've probably seen their commercials on TV.  We've been very pleased with the GoToAssist service and will definitely continue to include it in our available support options.  We highly recommend it to anyone needing a direct support option with their customers when email or phone support is not enough.