MacDirectory Magazine

Summer-Fall 2009 (#42)

MacDirectory magazine is the premiere creative lifestyle magazine for Apple enthusiasts featuring interviews, in-depth tech reviews, Apple news, insights, latest Apple patents, apps, market analysis, entertainment and more.

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52 MacDirectory CLOSER LOOIK CITRIX'S GOTOASSIST > TAKE I.T. SUPPORT WHEREVER YOU GO Citrix's mission statement reads, "To make every organization an on-demand enterprise where information is securely, easily and instantly accessible from anywhere, using any device." Or, as Citrix Online Product Marketing Manager Brenda Dentinger put it, "Simpler is better." And so it was with these philosophies in mind that Citrix Online, a division of Citrix Systems, embarked on its latest venture: GoToAssist Express – for individual tech support providers and small businesses. GoToAssist Express was born based on what Dentinger says was, "A huge remote support market opportunity." Response to the beta test version of the tool was tremendous, and based on beta user feedback, Citrix Online continued adding features, until the final (for now) version of GoToAssist Express was unveiled. So what exactly does GoToAssist do? Citrix Online offers two different, but equally effective GoToAssist remote support solutions for users: the original GoToAssist Corporate, for multi-user support teams, and the new GoToAssist Express, which is designed specifically for small businesses and individual users. Both versions of GoToAssist enable support providers to view and control customer computers (both PC and Mac) remotely to resolve technical issues. Both offer an intuitive tools menu, and include annotation tools, the ability to change and reset user passwords and reboot/reconnect. Other features include the ability to do remote diagnostics, file transfers, chat with users, and take notes to let management know what was done, how much time was spent, and what charge codes were being used. In addition, both versions allow users to handle multiple calls (up to 8) at the same time. How are the two versions different? First, let's review GoToAssist Express. Say, for example, you're an IT professional with a small business. You have multiple customers and are in the habit of, whenever there is a problem, physically reporting (or sending someone) to that location to troubleshoot. With a GoToAssist Express monthly or annual subscription, you can connect remotely to the customer's computer and begin working on the problem immediately. Now, let's say you are not the owner of a small business, but a computer-savvy individual who is constantly being called on by family and friends to fix this or that computer glitch. You can also access GoToAssist Express, but via a Day Pass, which enables you to troubleshoot your family and friends computers on an "as needed" basis. This eliminates your having to schedule a meeting over lunch or after work, and saves you from having to commit to a long-term subscription. GoToAssist Express works with both Mac and PC platforms and allows users to connect to customers remotely from any Internet-connected computer. It's easily and quickly downloaded from the GoToAssist Web site , so support personnel can immediately begin offering real-time support to their customer base without waiting to complete a formal setup process. On GoToAssist Express, there is even an option for users to set up their machines so a support provider can connect back to it later to perform more time-consuming services after hours. The GoToAssist Corporate solution, meanwhile, is designed for large call and support centers, and includes an extensive Management Center that provides advanced reporting and tracking tools. The Corporate option includes color coding (red, green, yellow) that allows support personnel to monitor how long individual customers have been on hold. Managers can also record sessions or listen in to live sessions in order to monitor employee progress. The Team Collaboration feature on GoToAssist Corporate makes customer WORDS BY JONE DEVLIN

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