Is this the Future of Tech Support? If You Can “SeeIt,” You Can Fix It!Is this the Future of Tech Support? If You Can “SeeIt,” You Can Fix It!
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.
February 11, 2014
By GoToAssist by Citrix Guest Blog
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!
“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.
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