You Love GoToAssist, You Really Do!

ESRI Support Services has a variety of tools available to assist customers in resolving issues, and one of these is Citrix Online’s GoToAssist technology. GoToAssist allows our Support analysts to remotely and securely connect to our customers’ computers: allowing for faster, more accurate diagnosis of many kinds of problems – especially when the problem involves a map. We’ve been finding more and more situations where GoToAssist has been helpful in reducing resolution time and increasing the satisfaction of our customers, but you don’t have to take our word for it…

In February, ESRI Support Services conducted more than 2,700 GoToAssist sessions with customers. At the end of each GoToAssist session, customers have the opportunity to complete a survey. In February, we saw a survey response rate greater than 45%. That’s rather high for a voluntary customer survey, and we’d like to send out a big “Thank You!” to those who did their part by completing their GoToAssist surveys!

Customers are more likely to respond to a survey if they had an extreme experience, either extremely good or extremely, well…otherwise. Our reaction to the survey results is an extreme one as well; we’re extremely pleased to be able to say that, overall, our customers love GoToAssist! Consider these facts and figures from the February 2009 survey data:

• When asked whether the Support analyst’s decision to use GoToAssist was a good idea, 99.6% of the surveys received said, “Yes”. We would have been happy with 95% or even 90%, but the astounding figure of 99.6% means that there are probably even more situations in which using GoToAssist may be beneficial. ESRI Support Services will continue to look for more ways in which this tool can help you.



• When asked whether using GoToAssist increased the speed of issue resolution, 96.2% of the surveys received said, “Yes”. In many cases, the response was “Yes” even when the issue was not resolved by the end of the GoToAssist session! That means that our customers recognize and appreciate the time-saving benefits of using GoToAssist to diagnose and troubleshoot, even if the issue isn’t immediately resolved.



• Almost 75% of the responses indicated that the issue was resolved by the end of the session. To state this another way, if one of our Support analysts used GoToAssist with you in February, your odds were nearly 3 out of 4 that your issue was going to be resolved by the time you said “goodbye”!

If the numbers don’t speak loudly enough, here are just a few of the comments we received last month regarding the benefits of GoToAssist:

“It is always better when the expert is able to actually see what I am doing wrong and make it right! Yeah!”

“The [screen] sharing program was really helpful and made my task so much easier!”

“As always, this was a great way to show tech support the behavior of the problem.”

“This was one of those issues that would not have been resolved without using the screen sharing because of the nuances. It greatly sped up the troubleshooting process and helped us develop a workaround.”

“I love tech support! I love screen sharing! You guys make me look good! Thanks for all your help.”

Now, we know that screen sharing isn’t a cure-all; for example, GoToAssist won’t help if we don’t have Support staff that is available, knowledgeable, and friendly. We also know that screen sharing is less beneficial in some situations, like when reviewing large log files or trying to debug code; but there are many situations where screen sharing can make a big difference. All of us here at ESRI Support Services will continue to look for good opportunities to use GoToAssist to assist you.

Thanks for letting us know you appreciate it, and keep that feedback coming!

-Jason H., ESRI Support Services, Global Metrics Manager