Citrix has dished out its GoToAssist remote support app as a plug-in on Salesforce.com AppExchange.
The company said that the app comes integrated with the Salesforce CRM platform, allowing support executives to launch a support session from the platform and also start a screen sharing session on the customer’s PC or Mac as well.
The app, which was launched at Salesforce’s Dreamforce conference, will also allow customers to join a session by visiting a website and entering a code provided by the support executive in order to download the plug-in.
Support agents will be able to provide technical support using remote diagnostics, remote control and other tools that come with the service. The app is also capable of storing data like notes, chat transcripts, and PC diagnostic data, which can be accessed when the support session has ended.
"Our customers extensively deploy Salesforce to manage their customer relationships, so synchronizing the information from their customer support interactions within Salesforce CRM is crucial to them,” said Elizabeth Cholawsky, GM and VP, IT Services Line of Business, Citrix.
“With GoToAssist for Salesforce, companies have an invaluable tool to help them achieve a 360-degree view of their customers. Companies can now streamline their support centre and provide their own customers with the best possible support experience," she added.