Case Study: Motorola decreases average handle time with GoTo Rescue

Motorola decreases average handle time with GoTo

Motorola, a global telecommunications company, faced challenges in its customer support operations. Support centers located around the world were dealing with a disconnect between how customers explained technical issues and how agents understood them, compounded by language barriers. To address this, Motorola implemented GoTo's Rescue remote support solution.

Using GoTo's Rescue and Rescue Lens video feature, agents gained direct visibility into customer issues, which helped eliminate misunderstandings and language barriers. This solution allowed Motorola to decrease the average handle time for resolving customer issues. The implementation by GoTo provided more consistent and efficient support for customers experiencing problems with devices and accessories.

Motorola