SupportConnect - Speed Up Resolution Time with GoToAssist
  

Speed Up Resolution Time with GoToAssist

Customer Support would like to inform you about an exciting new Remote Support Assistance tool, GoToAssist, which is already proving effective in helping our Support teams solve many customer issues faster.

GoToAssist is a free and secure service which helps CA Support to deliver rapid and seamless virtual on-site support while you keep full control.

How does it work?
The communication happens through the web via a broker service. CA Support connects to a Windows workstation at your site. The connection is established within a few minutes and requires only a small self-installing "plug-in", downloaded at connection time. CA Support can then view your desktop and share control of your mouse and keyboard. At any time during a support session, you can easily take control of your computer by moving the mouse. Among other things, you will be able to demo directly to support (or vice-versa) the dialog to recreate a problem, or allow Support to directly gather suitable diagnostic information from your system with your permission.

This is what some of our customers are saying:
"Makes it much easier to discuss the issue and move forward when we can both 'see' the same thing."
"This technology is very cool. It helped resolve our problem much faster and easier."
"Much easier to have the tech view what we are seeing than just explain it to him."

Experience shows us that this tool can speed up investigation times on many problems, particularly the more complex ones. We do recognize it is not necessarily suitable for all customer sites or issues but, where possible, we recommend considering its use.

For FAQs on this service, please click here.

For information on GoToAssist Security, please click here.

To go into a session with a CA technician (provided you are already speaking with them), click here.

 
 
 
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