https://www.channelfutures.com/wp-content/themes/channelfutures_child/assets/images/logo/footer-new-logo.png
  • Home
  • Technologies
    • Back
    • Analytics
    • Artificial Intelligence
    • Cloud
    • Data Centers
    • Desktop
    • IoT
    • Mobility
    • Networking
    • Open Source
    • RMM/PSA
    • Security
    • Virtualization
    • Voice/Connectivity
  • Strategy
    • Back
    • Best Practices
    • Business Models
    • Channel 101
    • Channel Programs
    • Channel Research
    • Digital Transformation
    • Diversity & Inclusion
    • Leadership
    • Mergers and Acquisitions
    • Sales & Marketing
    • Specialty Practices
  • MSSP Insider
    • Back
    • Business of Security
    • Cloud and Edge
    • Endpoint
    • Network
    • People and Careers
    • Training and Policies
  • MSP 501
    • Back
    • 2020 MSP 501 Rankings
    • 2020 Hot 101 Rankings
    • 2020 MSP 501 Report
  • Intelligence
    • Back
    • Our Sponsors
    • From the Industry
    • Content Resources
    • COVID-19 Partner Help
    • Galleries
    • Podcasts
    • Reports
    • Videos
    • Webinars
    • White Papers
  • EMEA
  • Awards
    • Back
    • Excellence in Digital Services
    • 2020 MSP 501
    • Top Gun 51
  • Events
    • Back
    • CP Conference & Expo
    • Channel Partners Evolution
    • Channel Evolution Europe
    • Channel Partners Event Coverage
    • Webinars
  • Channel Mentor
    • Back
    • Channel Market Intelligence
    • Channel Educational Series
Channel Futures
  • NEWSLETTER
  • Home
  • Technologies
    • Back
    • Analytics
    • Artificial Intelligence
    • Cloud
    • Data Centers
    • Desktop
    • IoT
    • Mobility
    • Networking
    • Open Source
    • RMM/PSA
    • Security
    • Virtualization
    • Voice/Connectivity
  • Strategy
    • Back
    • Best Practices
    • Business Models
    • Channel 101
    • Channel Programs
    • Channel Research
    • Digital Transformation
    • Diversity & Inclusion
    • Leadership
    • Mergers and Acquisitions
    • Sales & Marketing
    • Specialty Practices
  • MSSP Insider
    • Back
    • Business of Security
    • Cloud and Edge
    • Endpoint
    • Network
    • People and Careers
    • Training and Policies
  • MSP 501
    • Back
    • 2020 MSP 501 Rankings
    • 2020 Hot 101 Rankings
    • 2020 MSP 501 Report
  • Intelligence
    • Back
    • Our Sponsors
    • From the Industry
    • Content Resources
    • COVID-19 Partner Help
    • Galleries
    • Podcasts
    • Reports
    • Videos
    • Webinars
    • White Papers
  • EMEA
  • Awards
    • Back
    • Excellence in Digital Services
    • 2020 MSP 501
    • Top Gun 51
  • Events
    • Back
    • CP Conference & Expo
    • Channel Partners Evolution
    • Channel Evolution Europe
    • Channel Partners Event Coverage
    • Webinars
  • Channel Mentor
    • Back
    • Channel Market Intelligence
    • Channel Educational Series
    • Newsletter
  • REGISTER
  • MSPs
  • VARs / SIs
  • Digital Service Providers
  • Cloud Service Providers
  • CHANNEL PARTNERS ONLINE
 Channel Futures

From the Industry


Is this the Future of Tech Support? If You Can “SeeIt,” You Can Fix It!

  • Written by GoToAssist by Citrix Guest Blog
  • February 11, 2014

What if MSPs could visually inspect remote technical issues while sitting in their offices − not just computer software and system setups, but the actual hardware configurations, machinery, tools and more?

A new feature like this would give super-busy MSPs the ability to identify and resolve key issues faster, so they could ultimately gain new customers and even expand their services offerings.

What if MSPs could visually inspect remote technical issues while sitting in their offices − not just computer software and system setups, but the actual hardware configurations, machinery, tools and more?

A new feature like this would give super-busy MSPs the ability to identify and resolve key issues faster, so they could ultimately gain new customers and even expand their services offerings.

Well, I have good news for you. Last month the Citrix development team released “SeeIt,” a beta feature in its GoToAssist mobile device support Android app. The SeeIt feature streams a live camera feed during a Remote Support session, enabling the person needing support (the end user) to show the MSP exactly what requires assistance. If you can SeeIt, you can fix it!

https://www.youtube.com/watch?v=0xmvc6kWJMo

“With SeeIt, we’re helping to change the way MSPs think of traditional remote support services. It’s not just about PC, Mac and mobile screen sharing anymore,” states Elizabeth Cholawsky, VP Enterprise, IT Services at Citrix. “SeeIt allows the end user to easily stream video of their physical surroundings to the technician during a remote support session. MSPs can now remotely see problems with hardware, cables, switches and more, and cost-effectively expanded their range of support services.”

This initial beta release is only available for Android devices, with additional mobile devices to be added in the near future. The customer or person receiving support needs to have the GoToAssist Customer App installed on their Android device, and the MSP must have a current GoToAssist Remote Support subscription to take advantage of this exciting new feature.

Benefits of the SeeIt Feature

Expanding Services: MSPs are using this new feature to expand their support services offerings. IT pros can now offer both hardware and software support. This feature will allow them to move beyond just fixing computers, servers and mobile devices to fixing “anything” that their customer needs assistance with.

Imagine telling your customer 250 miles away to show you the back of that server needing support. Quickly you can identify and resolve potential hardware issues remotely (with no travel) by instructing the customer how to reset the server.

One MSP is already using the beta feature to help customers when they experience “no network” issues. Using SeeIt, the MSP can now instruct the customer to adjust cables to routers, reset modems and so much more because he is able to see exactly what his customer sees.

Delivering Above & Beyond Customer Service: In a world where the level of quality of your customer service differentiates you from others, it’s important to look to innovative support technologies to deliver above and beyond customer service. MSPs can delight and amaze their customers when they tell them to just “show me the issue” right now and I will fix it, instead of saying: “I will travel to your location tomorrow to take care of it.”

I know there are a myriad of other ways one can utilize this new support feature. We want to know! Tell us how you can use it.

Who is Citrix GoToAssist

As a pioneer in the support industry, Citrix GoToAssist has maintained its leadership by focusing on simple-to-use solutions and introducing innovative services that deliver on customer needs and emerging trends. One rapidly emerging trend is the need for a single consolidated support toolset, instead of relying on multiple single-point tools. Citrix GoToAssist has addressed this need by delivering an integrated IT toolset that encompasses the full spectrum of remote support, incident logging and tracking and infrastructure monitoring. Companies can purchase one, two or all three modules, depending upon their specific business needs.

Jackie Murphy is a product marketer for Citrix GoToAssist.

 

 

 

 

Tags: Cloud Service Providers Digital Service Providers MSPs VARs/SIs From the Industry

Related


  • cloud data
    Your Cloud Data Is Protected, But Is It Portable?
    Why flexibility and containerization are the new must-haves for cloud data.
  • office 365
    How to Improve First Call Resolution with Microsoft Office 365 Service Tickets
    Here are some tools and strategies for improving the rate of FCR with Office 365 service tickets.
  • SaaS
    Tactics for Selling SaaS Backup
    Here are three ways every MSP can portray the value of SaaS Backup to their customers.
  • Cloud migration
    Cloud Migration Hurdles—and How to Overcome Them
    Cloud migration is hardly a seamless affair, but organizations can effectively leverage the cloud with the right planning and tools.

2 comments

  1. Avatar Michael El'burko February 15, 2014 @ 1:37 pm
    Reply

    I currently do this with my
    I currently do this with my clients but use Skype of face time where available.

  2. Avatar Dustin B February 18, 2014 @ 1:55 pm
    Reply

    We’ve been doing this with
    We’ve been doing this with facetime for a while now. Almost every client is going to have at least somebody with an iPhone, so there is no equipment/software to buy

Leave a comment Cancel reply

-or-

Log in with your Channel Futures account

Alternatively, post a comment by completing the form below:

Your email address will not be published. Required fields are marked *

Related Content

  • Rethink Endpoint Protection in 2021
  • 2020: The Year of the Triple
  • 2021 Cybersecurity Predictions
  • Three 2021 Predictions that MSPs Can Bank On

Galleries

View all

New, Changing Partner Programs: AWS, Tech Data, Avaya, Verizon

January 11, 2021

Industry Perspectives

View all

Cloud-Based CRM: What SMBs Need to Know about Backup and Recovery

January 19, 2021

Cybersecurity: What to Expect in 2021

January 19, 2021

Help Your Customers Mitigate Malware: Viruses, Worms, and Trojans…Oh My!

January 15, 2021

Webinars

View all

Blueprint for a Scalable MSSP Practice in 2021

January 21, 2021

Who’s Behind the Mask? Hacker Personas Explained

January 26, 2021

How Managed Hosting Providers Thrive with the Alternative Cloud

February 24, 2021

White Papers

View all

Why Subscription Business Model

January 15, 2021

The Ultimate MSP Guide to Sales Efficiency

January 14, 2021

Eight Reasons Why MSPs Need IT Industry-Specific Sales Tools

January 14, 2021

Upcoming Events

View all

Channel Partners Virtual

March 2, 2021 - March 4, 2021

Channel Partners Conference & Expo

November 1, 2021 - November 4, 2021

Videos and Fastchats

View all

FASTCHAT: How SOAR Eliminates Security Challenges and Elevates Service Provider Revenues

January 6, 2021

Happy Holidays from Channel Partners & Channel Futures!

December 21, 2020

FASTCHAT: How Old, Unpatched Technologies Are Creating New Security Threats for MSPs and Their Customers

December 3, 2020

Twitter

ChannelFutures

Backup and recovery is essential for #cloud-based CRMs @ConnectWise #SaaS #dataprotection #cloudbackup #databackup… twitter.com/i/web/status/1…

January 19, 2021
ChannelFutures

You an #MSSP looking to avoid a #SolarWinds-type breach? @Asigra, @Barracuda, @CynetSystems give advice. Don’t blam… twitter.com/i/web/status/1…

January 19, 2021
ChannelFutures

What to expect in 2021 @Webroot #cybersecurity #MSP #remoteworkforce #remoteworking #Carbonite… twitter.com/i/web/status/1…

January 19, 2021
ChannelFutures

From #itautomation to #workfromhome, a look at 2021 trends from @BitTitan. dlvr.it/RqwFZg https://t.co/EkCeJVNAPo

January 19, 2021
ChannelFutures

Are you helping your clients with #cloudgovernance? Now is the time. @CloudSphereAI @fortanix @MontyCloudInc… twitter.com/i/web/status/1…

January 19, 2021
ChannelFutures

.@StratusAwaysOn announces new #partnerprogram for VARs. #edgecomputing dlvr.it/Rqvrxf https://t.co/vcLw8e4Ob6

January 19, 2021
ChannelFutures

bit.ly/3bSd4nD twitter.com/DigiRobot/stat…

January 19, 2021
ChannelFutures

In the latest 'It's 501 Somewhere', @channelsmart (Janet Schijns) talks about what it takes to be a true leader.… twitter.com/i/web/status/1…

January 18, 2021

MSSP Insider

Newsletters and Updates

Sign up for The Channel Report, Channel Futures Update, MSP 501 Newsletter and more.

Live Channel Events

Get the latest information on the next industry-leading Channel Partners event.

Channel Partners Online

Want more? Find more channel news and analysis on our sister site, Channel Partners.

Media Kit And Advertising

Want to reach our audience? Access our media kit

DISCOVER MORE FROM INFORMA TECH

  • Channel Partners Online
  • Channel Partners Events
  • MSP 501
  • MSSP Insider
  • IoT World Today
  • Webhostingtalk

WORKING WITH US

  • Contact
  • About us
  • Advertise
  • Newsletter

FOLLOW Channel Futures ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2021 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X