Consistency, Speed, and Simplicity: Global Remote Support for Pioneering and NerdApp Platform
Published by GoTo
Pioneering on-demand IT support platform NerdApp wanted to better control the quality, security, and simplicity of remote support services offered by its global network of IT engineers (“Nerds”). The company wanted a single vendor for its remote support ecosystem, which would standardise service levels and help it to monitor performance, review calls, and settle disputes.
After a thorough search, the company chose Rescue from GoTo for its ease of integration and white-labelling capability, which allows the company to deliver remote support worldwide on a NerdApp-branded tool. NerdApp also chose Live Lens from GoTo, so that customers could use their camera to share live video and improve resolution rates.
Every job on the NerdApp platform now uses Rescue to provide remote support. It is fully integrated into the job flow, providing a seamless process for customer and Nerd alike.