Add Instant Messaging to Your Support Portfolio
by Citrix Online

According to a new study by the Radicati Group, 20% of enterprise workers use instant messaging (IM) and this number is expected to grow to 80% by 2008. The analyst group predicts that 670 million people will be using IM by 2008, with 88% on public networks and 12% on private-enterprise networks. Meanwhile, Gartner predicts that by 2006, IM will supersede email as the preferred method of communication within an enterprise.

The reasons for this wide acceptance within the business community are obvious: Instant messaging is faster than email; its intuitive interface makes it easy to use, even for novices; and it enables remote workers and business partners to communicate in real time via the Internet. And it’s free. The results of the study confirm the cost and time-savings factor: Of the enterprises already using IM, 44% use it to increase internal office communications; 33% use it to reduce long-distance telephone fees; and 11% use IM to increase worker productivity.

Instant messaging can also provide a familiar and cost-effective way for your customers and end users to get quick answers to e-support requests without having to make expensive phone calls or to send long emails. Here’s what you should consider when integrating instant messaging into your support organization:

• Assure security and privacy -- On public networks, your messages are typically archived by the servers of the company whose instant-messaging services you use. For increased security and privacy, consider deploying a private-enterprise network.
  
  
• Set up tracking -- Make sure conversations are archived. This will enable you to better track support requests submitted via IM. If you are using a consumer-based system that doesn’t have built-in archival functions, switch to a business version.
  
  
• Implement rules -- Introduce and enforce basic rules for your support staff's use of IM. Standardized user names, written policies concerning appropriate and inappropriate content, and other guidelines should be well-thought-out and disseminated prior to implementing any corporate IM system.
  
  
• Control usage -- Make sure your IT department keeps up with the increased IM usage by implementing security and management products designed to help corporations manage usage.

A disadvantage of using instant messaging to handle support requests is that it adds another layer of communication to your busy support operations. Counteract this by being especially selective with whom you communicate by blocking specified individuals from seeing you when you’re online.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.