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GoToAssist: Reduce Your Support Resolution Time By As Much As 50%

Updated on February 19, 2016
Pegasystems Global Customer Support (GCS) team now has the ability to use a desktop sharing application called GoToAssist to reduce support request resolution time by as much as 50%. With GoToAssist your GCS Customer Support Engineer (CSE) can remotely share your desktop and subsequently see any system that you can access. This allows your Pegasystems CSE to experience and troubleshoot, in real-time, almost any problem that you may need assistance with.

 

GoToAssist is not a remote access product in the true sense, and is the most secure remote connection solution in the marketplace today. For instance, a Pegasystems' CSE can only access your systems with you present giving you total control over what a CSE can do and see.

In most cases the resolution time of a support request using GoToAssist is significantly reduced compared to the typical method of troubleshooting over the phone or email, because the CSE can ask questions and gather information in real-time. Troubleshooting without GoToAssist can be like walking around your home blindfolded: though you are familiar with your surroundings and can navigate to many rooms you do so slowly and you bump into a lot of walls. Without the blindfold you navigate more quickly and with far fewer bruises.

Using GoToAssist also has the side benefit of being a great training tool. Working one-on-one with the CSE and sharing your desktop gives you a unique opportunity to see how the experts troubleshoot your problems. During the GoToAssist sessions you will be able to get real-time feedback, how-to instructions and learn best practices on a wide range to topics that you may not have thought to ask while troubleshooting your problems over the phone or email.

We encourage all of our customers to use GoToAssist because Pegasystems can provide a much higher quality of service in a lot less time. To schedule a demonstration please contact Pegasystems Customer Support at [email protected] and a CSE will be happy to schedule a time that is convenient for you. To learn more about GoToAssist please visit www.GoToAssist.com or ask your CSE.

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