IT Support via GoToAssist!!
November 15, 2017

IT Support via GoToAssist!!

YagneshKumar Patel | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoToAssist

GoToAssist has been a pivotal software for the company I work for. We use GoToAssist to remote into out clients' PC's to troubleshoot problems accessing various reports of our BI software. Moreover, most of our technicians can easily log-in or provide access to our clients via GoToAssist token that clients use a one-time access code to allow us to remotely log into their PCs. GoToAssist is being used across the entire organization to troubleshoot, resolve, and provide assistance regarding to business knowledge of our BI Software. The business problems I am able to resolve are: training- getting new clients on-board with our BI software, and troubleshoot- I am able to remotely access my clients' PC via GoToAssist and have access to keyboard and mouse so I can identify the issue and resolve right away.
  • Session Recording: Recently Windows update prevented our reports from being displayed since it blocks VBS scripting. My Team and I we remotely logged in to one of our client's PC who was having issue accessing the reports, we resolved the issue by changing a few settings in IE, and we recorded the session so just in case if other clients are experiencing the same issue we can send them the video directly. The recording session is very clear and I can explain as I am clicking though folders of what the process will do.
  • Fast and Secure: When a support ticket comes in, I would contact the client asking him or her to go to GoToAssist.com. Once there I can provide them with access token, I then can view the client's PC right away very fast and smooth process. Secondly, the secure channel is great to communicate with the client one on one gathering issues and resolving them right away. I have never had issue with GoToAssist software.
  • Multiple Users can access the session: When on a training call, GoToAssist can allow a max numbers of users that one session which is 8, which is great I can have as many clients in one session which is easier to go through the training modules of our BI Software.
  • The support Token or Key: Which provided expires after a certain length of time. Moreover, at times, I provide the Client with the support key via email and keep the window open, if the customers join later than usual, the support key fails and a new key has to be generated.
  • Connection Time Out: There have been cases when the connection resets while being on a call with the customer. I hope GoToAssist can resolve the issue, not a huge deal but they can make some improvements in that area.
  • We are resolving issues quicker, and decreasing the number of issues that arise. As a result, our clients are happy and it gives us the opportunity to be in good hands with our clients.
GoToAssist provides support that other competitors that I have used such as TeamViewer and GoToMeeting does not. Moreover GoToAssist had a web based application but the others do not. GoToAssist is also fast and very easy to get connected to the client's PC, while other lag in that area. And last but not least, GoToAssist has more features and settings at your disposal, other competitors do not have them.
One of the examples where GoToAssist is suited well in in the IT area, since GoToAssist may require some technical knowledge most technicians are able to use the interface and get to know all the setting options and features. While others who are not technologically advanced may have difficulties knowing how the features work in GoToAssist.