GoTo Resolve

Session Recording

The Session Recording feature allows users to capture and store complete records of remote support sessions. This functionality is particularly beneficial for training and quality assurance purposes, as it enables teams to review interactions and improve service delivery over time. By maintaining a library of past sessions, organizations can identify common issues, refine troubleshooting techniques, and ensure compliance with internal standards and policies.

Remote Control

With the Remote Control feature, support agents can take direct control of a user's device to troubleshoot issues in real-time. This capability significantly reduces resolution times, as agents can quickly navigate through settings and applications without requiring extensive user explanations. It addresses the challenge of diagnosing technical problems remotely, providing a seamless experience that enhances customer satisfaction and operational efficiency.

File Transfer

The File Transfer feature facilitates the seamless exchange of files between the support agent and the end user during a remote session. This is crucial for situations where users need to send logs, screenshots, or software updates to the agent for troubleshooting. By eliminating the need for external email services or file-sharing platforms, this feature streamlines communication, reduces delays in issue resolution, and enhances collaboration between support teams and users.

Feedback Collection

Feedback Collection allows organizations to gather valuable insights from users after support interactions. By soliciting feedback through surveys or ratings, businesses can assess customer satisfaction and identify areas for improvement in their support services. This feature addresses the challenge of understanding user experience post-session, enabling teams to adapt their strategies based on real-time feedback and ultimately drive better service quality.

Diagnostic Tools

The Diagnostic Tools feature equips support agents with advanced tools to analyze system performance and troubleshoot issues more effectively. These tools enable agents to run diagnostics on hardware and software components directly from the user's device. By providing immediate insights into potential problems, this feature helps reduce downtime for users and accelerates the resolution process, addressing the common challenge of identifying root causes in complex technical environments.

Screen Sharing

Screen Sharing allows users to share their screens with support agents during a remote session. This visual collaboration empowers agents to see exactly what the user is experiencing, making it easier to guide them through troubleshooting steps or demonstrate solutions. By bridging the communication gap that often exists in remote support scenarios, this feature enhances clarity and understanding, leading to quicker resolutions and improved user satisfaction.

Live Chat

The Live Chat feature offers real-time communication between users and support agents through text-based messaging. This functionality is essential for addressing immediate questions or concerns without requiring a full remote session. It caters to users who prefer quick responses or have minor issues that can be resolved swiftly. By providing an accessible channel for support inquiries, this feature helps reduce wait times for assistance and improves overall responsiveness within the organization’s support framework.