Sep

232015

Citrix Delivers Interactive Mobile Customer Support with New GoToAssist Solutions

Businesses provide real-time customer service, improve end-user experience and resolve issues faster with Citrix Concierge and GoToAssist Seeit

SANTA CLARA, Calif. – September 23, 2015 – Citrix today announced the expansion of its GoToAssist product line with two new products – Citrix Concierge and GoToAssist Seeit – that enable real-time interactions between end-users and customer service experts. Citrix Concierge lets end-users connect instantly with a customer service expert directly from a mobile app through live video, audio or chat to significantly reduce call-handling times and improve customer satisfaction, while GoToAssist Seeit allows customers to share their mobile device camera and communicate with technical experts to quickly resolve issues without expensive in-person visits.

According to a July 2015 report by Aberdeen Group, “old school support and services processes often aren’t mobile friendly, take too long to reach resolution, and end-users can’t access them remotely”. The new GoToAssist innovations announced today advance the world of remote customer service by encouraging businesses to use live interactions to resolve issues in real-time.

Mobile Customer Support

Citrix Concierge empowers organizations to elevate their customer service and support businesses to the next level by allowing end users to connect with a live expert faster. Right from within their mobile app, end users can connect via audio, video or even chat to interact and share their mobile app experience in real-time.  Using Citrix Concierge, a customer service expert can request to co-browse the mobile app and understand exactly what the end-user is seeing,  draw and mark directly on the end-user’s screen and see where the end-user pushes or clicks on his/her device, so any misunderstanding is captured immediately.

Interactive Remote Support

Expanding traditional remote support well beyond the desktop screen, GoToAssist Seeit gives customers a simple, fast and secure way to stream their mobile device camera to a remote expert, opening up real-time customer support to any problem.  GoToAssist Seeit helps eliminate common misinterpretations and inherent frustrations customers face when trying to verbally describe their problems.

Interactive tools such as the ability to make annotations using arrows on paused screens, and the option to save and review session snapshots for future reference, improve the troubleshooting experience and result in faster overall resolution times and increased customer satisfaction, retention and loyalty. With APIs, GoToAssist Seeit can be securely integrated into an organization’s existing support tools so users can quickly launch customer sessions through any web-based viewer.

Availability

Citrix Concierge is available now at: https://www.gotoassist.com/remote-support/anytime/concierge   

GoToAssist Seeit is available now at: https://www.gotoassist.com/remote-support/anytime/seeit-lp

As organizations transition to mobile, the ability for users to receive smart, fast and quality troubleshooting support is still very challenging. Citrix Concierge and GoToAssist Seeit empower organizations to take their service support to the next level with personalized customer interactions through video, camera and chat. The result is faster resolution times and happier customers.
- Rouven Mayer

Senior Manager

Citrix

About Citrix

Citrix (NASDAQ:CTXS) is leading the transition to software-defining the workplace, uniting virtualization, mobility management, networking and SaaS solutions to enable new ways for businesses and people to work better. Citrix solutions power business mobility through secure, mobile workspaces that provide people with instant access to apps, desktops, data and communications on any device, over any network and cloud. With annual revenue in 2014 of $3.14 billion, Citrix solutions are in use at more than 400,000 organizations and by over 100 million users globally. Learn more at www.citrix.com.

For Citrix Investors

This release contains forward-looking statements which are made pursuant to the safe harbor provisions of Section 27A of the Securities Act of 1933 and of Section 21E of the Securities Exchange Act of 1934. The forward-looking statements in this release do not constitute guarantees of future performance. Those statements involve a number of factors that could cause actual results to differ materially, including risks associated with the impact of the global economy and uncertainty in the IT spending environment, revenue growth and recognition of revenue, products and services, their development and distribution, product demand and pipeline, economic and competitive factors, the Company's key strategic relationships, acquisition and related integration risks as well as other risks detailed in the Company's filings with the Securities and Exchange Commission. Citrix assumes no obligation to update any forward-looking information contained in this press release or with respect to the announcements described herein. The information provided is for informational purposes only and is not a commitment, promise or legal obligation to deliver any material, code or functionality and should not be relied upon in making purchasing decisions or incorporated into any contract.

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© 2015 Citrix Systems, Inc.  All rights reserved.  Citrix, Citrix Concierge, GoToAssist and Seeit are trademarks of Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered in the U.S. Patent and Trademark Office and in other countries. All other trademarks and registered trademarks are property of their respective owners.