Remote support: The missing but critical component in CX today

Close up image of a remote professional’s hands working at a laptop in a backyard setting, highlighting the need for remote support


#GoToGetsIT: This article is part of an ongoing series from GoTo’s thought leaders on the frontlines: Our Solutions Consultants deeply understand our customers’ unique challenges and connect the right solutions to meet their goals using GoTo technology. Here, they share their industry knowledge on what it takes to help businesses everywhere thrive in a remote or hybrid world.


These are turbulent times for companies across the globe with an uncertain financial market, a strain amongst supply chains, and a looming recession. Yet through the uncertainty, there remains a constant source of optimism: businesses remain committed to their customers. This is very evident in areas focused on customer experience (CX) and their journey through sales, service, and support.

What’s next for CCaaS?

Currently, we are seeing the Cloud Contact Center space emerging (otherwise known as CCaaS or contact center as a service). The market opportunity is projected to climb from its current $17 billion in 2022 to over $80 billion by 2030, at a staggering CAGR of 21.3% (Globe Newswire/Straits Research). Organizations are making major investments as they chase the buzz with CX in areas like Artificial Intelligence (AI), Workforce Management (WFM), Machine Learning, and analytics. The interest here is to be “customer obsessed,” driving engagement and insight with their clients across multiple channels. In the process, businesses making these investments reap additional benefits in modernizing technology, optimizing workflows, and finding ways to drive efficiency.

With billions of dollars being spent, it warrants a reflection on how fulfilled customers are with this trending obsession. There’s no argument when it comes to the value of customers contacting businesses through phone, text, e-mail, or chat. But what about the other aspects in CX such as WFM, AI, and analytics? These are critical components to operational efficiency and internal processes. But is the customer seeing the value? Are these functions improving problem solving between customer and agent?

Solving problems for customers

Customer service agents must be able to see the issue firsthand, through the eyes of the customer. In today’s world, agents must support customers remotely, promptly diagnose the issues, and assist them towards a fast resolution.

I’ll offer my own real-world example with something everyone is familiar with: the laundry room dryer. Ours is old — perhaps twenty years — and showing its age. Recently, clothes were getting stuck in a seam on the front door, staining the clothes with marks. My wife thought the natural remedy was to buy a new one. I, however, wanted to attempt the repair on my own.

In the pursuit of a fix, I found an online appliance parts store specific to my brand of dryer. When I submitted the model number, and saw they carried the right parts, it sounded too good to be true. Next, I needed to seek assistance and diagnose my dryer issue. My first thought was to utilize one of the available customer service channels — phone or chat in this case. If a real person answered, it would validate the online store. Ideally, I could hop on a camera-share with a technician, pinpoint the problem area, and order the required parts. My path to customer satisfaction was simple, yet it was unfulfilled. Nobody answered my call or chat. Even if they did, it’s unlikely they would be able to join me remotely via camera share to look at the problem area. It revealed gaps in this engagement flow and the ability to truly support customers remotely to resolve their issues.

Unified communications and cloud-based contact center solutions provide the bridge for solving problems such as my example above. They are the essential channels for communication. Many IT service platforms provide remote support to users but lack the communication touchpoints like camera-sharing. Platforms need to do it all, or risk customer dissatisfaction.

A more optimistic, unified approach

The business communication and remote support solutions don’t have to be separate, and when leveraged together can easily solve customer challenges.

GoTo provides all-in-one business communication and IT support products to connect employees and customers. GoTo Connect is a unified communications and contact center product, and GoTo Resolve offers remote IT support, RMM (Remote Monitoring and Management), camera sharing, helpdesk ticketing and more. Ease of use is at the core of the design, built for small to midsize businesses looking for the best value for their dollar. Customers also enjoy one unified admin portal for these solutions.

This is the solution customers like me need; the ones who just want to connect and find a quick fix so that an old household dryer can live to see another load.

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