I need a clone in functionality of the Citrix GoToAssist dotcom service (or the TechInLine dotcom service). As with either service, no software should need to be installed (except possibly an ActiveX control) on client's machine, nor should client machine need any configuration.
You can find demos on each site mentioned above to see what this project requires. The maximum budjet for this project will be $500.
See attached Word document for detailed project requirements.
Please have prior, demonstratable experience in a related project before bidding.
Here's how GoToAssist works:
Step 1: The end user goes to the GoToAssist support portal and types in a support request. The Web-support request is then queued for the next available representative. With the end user's permission, the GoToAssist thin-client is downloaded to the end user's device while the end user is in the Web queue. The representative then begins a remote-support session with the end user.
Alternatively, the end user can move directly from a phone call with your representative to a remote-support session. To do so, the representative provides the end user with the Web portal URL and a unique connection code to begin the remote-support session.
Step 2: Your representative can immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools, including:
• Remote Diagnostics
• File Transfer
• Reboot/Reconnect (user can reboot machine then reconnect to tech)
• Remote Viewing/Control
Step 3: At the end of the session, the end user immediately provides input on the support experience, enabling your organization to address session metrics and maintain a high standard of customer satisfaction and loyalty.