Remote Support Tools: Then vs Now

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Presented by

Chris Handley, Senior Product Manager at GoTo, and Marie Ruzzo, Product Marketing Director (Remote Support Group) at GoTo

About this talk

Remote support tools have long been a staple of support operations and an indispensable tool to diagnose, troubleshoot, and fix a customer’s technical issues. Over time, these important tools have evolved to support a growing array of device types, operating systems, and use cases. As the world returns to some sense of normalcy, many call centers are taking stock of their existing technology portfolio to determine whether their current toolset safeguards end users and empowers support agents, allowing them to overcome a new set of challenges created by flexible work and digital habits, while delivering an exceptional customer experience. In this session, we’ll discuss: - Pandemic trends that will impact long-term remote support strategies - What security safeguards are critical to build customer trust - 5 key considerations when evaluating remote support tools

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GoTo’s flexible-work software — including GoTo Connect, GoTo Resolve, Rescue, Central, and more — is built for small and midsize business IT departments, but powerful enough for the enterprise. GoTo software is designed to support end-users’ unified communications & collaboration (UCC) and IT management & support needs, and nearly 800K customers contribute to the more than 1 billion people joining meetings, classes, and webinars through GoTo’s UCC products, and half a billion connections on the company’s remote access and support tools. By building its secure, easy-to-use software, GoTo is committed to ensuring the time at work is well spent so that time outside of work is better spent. With over 3,000 global employees and over $1 billion in annual revenue, the remote-centric company’s physical headquarters is in Boston, Massachusetts, with additional offices and thousands of home offices in North America, South America, Europe, Asia, Australia, and beyond.