Greetings from the Get Satisfaction Partner team! Today we are excited to announce a new product integration with Citrix GoToAssist, which will bring an even deeper quality of service to our joint customers.
Brands love Get Satisfaction because we provide the best place for them to engage their users. We give brands a place to listen, a place to resolve, and a place to allow community members to talk to one another and discuss products. Our ability to pump serious SEO juice into these conversations make Get Satisfaction topics a self-service support dream–resolve an issue once in our community and you can be sure that other users with the same question will find that topic next time they look for answers through organic search.
Sometimes, especially in highly technical products or help-desk scenarios, self-service just isn’t enough. Organizations may want to pull users out of Get Satisfaction conversations and into more private channels. Topic-to-ticket integrations solve this problem to some extent–but what if you want to provide live agent support right now, with full screen sharing capabilities, to further improve the time to resolution and customer satisfaction?
Enter the Citrix GoToAssist integration. Now, for our joint customers, Get Satisfaction users can escalate conversations into one-on-one sessions, first in chat and then in a remote desktop sharing session.
When users initiate a remote support session, they will be dropped into a chat session, where the agent can offer to begin a remote desktop sharing experience.
Once remote sharing begins, the end user and agent can work together to resolve the issue quickly and thoroughly. Not only does adding community to your live agent solution provide a self-service front end for your support process, it also provides a place where agents can return to post helpful hints so future customers can help themselves in the community.
We are excited to bring GoToAssist into our suite of integration partners and look forward to the value our joint offerings will bring to our customers!
To learn more about the integration, click here.