The TechGuys adds Online Remote Assistance to its Support Portfolio with Citrix GoToAssist
Chalfont, UK – October 16, 2007 – DSG International (DSGi), owner of Dixons.co.uk, PC World and Currys, has added online remote assistance to its ‘TechGuys’ IT support service, ‘TechFriend’. Using Citrix® GoToAssist®, the TechGuys can virtually access a customer’s computer to instantly fix any technical issues such as printer hiccups, software trouble and PC set-up, solving the problem as if they were there in person.
The new service complements the TechGuys’ existing telephone support, drop-in tech clinics and home visits, aimed at helping the UK’s PC owners and gadget-lovers solve technological issues. Using GoToAssist, DSGi customers can contact the company via email or phone and within seconds, grant permission for one of the TechGuys to access their PCs over the Internet, to locate, view and fix problems remotely, securely and completely. The service includes reporting tools and an instant customer satisfaction survey that enables DSGi to measure its success on demand. This enables DSGi to track and deliver valuable feedback so that managers can take immediate action to ensure their service and quality goals are on target.
“GoToAssist has added an invaluable string to our bow of IT support services that are helping thousands of people across the country avoid hours of frustration trying to set up or fix a gadget or PC,” explained Tim Fairs, Head of Marketing for The TechGuys. “The online assistance enables us to collaborate with our customers instantly and fix technological issues any time of day or night, without one of our TechGuys having to pay a home visit.”
“By offering a variety of communication channels, DSGi can ensure that customers are dealing with the company in a way that suits them best and in a format that is going to ensure the quickest possible problem resolution,” commented Simon Presswell, Regional Vice President, Citrix Online Division, EMEA.
“Our promise of delivering a ‘simpler is better’ experience to customers offers significant productivity benefits and competitive advantages for our partners and their valued customers.”
The TechGuys service is available to consumers and businesses, covering a wide range of technology including networks, servers, PCs, software and gadgets, with prices starting from £89.99.
GoToAssist provides companies with fast, secure, highly scalable and reliable connectivity to desktop applications, enabling businesses to engage in support sessions with all of their customers and employees, even those with connections as slow as 28.8Kbps. Redundant systems and 24/7 monitoring helps ensure that GoToAssist service is always available. No investment in hardware or software installation is required, eliminating costly deployment expenses and implementation time. The service incorporates strong security and data privacy with 128-bit, end-to-end Advanced Encryption Standard (AES) data encryption as standard protection for all sessions. To learn more about the award-winning GoToAssist, visit http://www.gotoassist.com.