Survey Results & analysis for Support Site Internal Survey

Executive Summary This report contains a detailed statistical analysis of the results to the survey titled Support Site Internal Survey. The results analysis includes answers from all respondents who took the survey in the 6 day period from Tuesday, June 22, 2010 to Monday, June 28, completed responses were received to the survey during this time.

If you'd like to provide us with your name, please enter it here. (NOTE: Providing this information is optional and will not prevent you from participating in the survey). Angel Wade Bethany Sullivan Lesley Jenn Stephanie Levenstein Jens Kahsnitz Geoffrey Pellettieri Chris Not Robbie Yamada Dave Zopf Gwen Glessner

2)How often do you access the support sites to answer product- related questions for yourself or on behalf of your customers?

3)Which of the following support sites have you visited? (Please select all that apply)

4)When was the last time you accessed one of the support sites?

5)On a scale of 1 to 5 (where 1 = Not Very Accessible, and 5 = Very Accessible), how accessible do you feel the support sites are?

6)On a scale of 1 to 5 (where 1 = Not Very Important, and 5 = Very Important), how important is it to have these support sites available to you?

7.1)The content of the support sites are complete(Using the following rating scale, how would you rate the following as it relates to the support site(s) that you have visited?)

7.2)The layout is visually pleasing(Using the following rating scale, how would you rate the following as it relates to the support site(s) that you have visited?)

7.3)The sites are easy to navigate and I can easily find what I'm looking for(Using the following rating scale, how would you rate the following as it relates to the support site(s) that you have visited?)

7.4)The information is helpful(Using the following rating scale, how would you rate the following as it relates to the support site(s) that you have visited?)

8)What do you primarily use the support site(s) for (Please select all that apply)

9)In thinking back to all of the times you have visited the support site(s), can you estimate the percentage of times in which you found what you were looking for on the support site(s)?

10)In the event that you can't find the answer to your question on the support site(s), what do you usually do next?

Please share with us any additional comments or suggestions that you have regarding the support sites. I think the support sites ROCK! I like that the customer has one stop shopping from help files to training options. I now use it as part of the process for all new accounts. Would be ideal if all the support sites had similar URLs. For example, GoToAssist should be Thank you for the survey. add the new GoToAssist Webchat with chat now options on all the pages. Send the URL with the GoToAssist query so that the advisor on the other end knows what I was looking at. Feel that there is lots of missing information and information doesn't always seem to be up to date. Nice job on the new support sites. Easy to use, great new look & a great resource!! Thank you! I mainly deal with HiDef Corp, so I'm mainly referring my answers to the site. I have also been to the G2C and G2M for some support questions as well. -It would be nice to see a matrix that compares what each role does in G2M/W e.g. Organizer, Manager, Admin, Presenter, Panelist. - When you the page I wish it wouldn't say in the subject line. The pictures don't show up even if you say allow them in outlook. Lastly to them it states submit feedback instead of send. + I really like the feel and the site. I'm going to use it more often especially now that I know what the GoToAssist one is. Why is the name different than the other two? I have to say the GoToMyPC one has save me a ton of time and is a great resource :) It would be nice if specific support pages were easier to link and send to customers. With our previous help files, I could copy the link location for a specific topic and send it to a customer for reference. Now I have to copy the topic ID and connect it to a truncated URL before sending. Works, but it's not as simple. Thanks! Danielle The external Maintenance window publishing on the support sites is an outstanding new piece of COL customer service It's great that these are now consistent. It makes my life much easier in that I can know that the same information will be available for all products. (I just wish we had support.gotoassist.com) Please add more FAQ/troubleshootin information as GCS finds solutions. These are great! Add more videos or perhaps links to recorded webinars that are product specific. Key customers seem to come up with unique questions that much of the time aren't included on the support site. Recent example for G2T, what does a customer see if the training class is already full and they try to register? No answer on the support site but after a colleague duplicated the question, she was able to provide the answer. Note, she didn't know the answer either and had to test. They're fabulous - and very necessary for our customers. Thank you!