GoTo is looking to boost how organizations interact with their customers by launching a new solution that combines GoTo Connect and customer communication tools into a shared inbox.
Titled “GoTo Customer Engagement”, the multi-channel solution helps businesses grow by making it easy for companies to communicate with customers through two-way digital channels like SMS campaigns, live chat, and social media.
By allowing for simple personalization, hyperlinks, and scheduled campaigns that can be managed in a centralized inbox, the GoTo Customer Engagement solution enables businesses to interact with customers wherever they communicate.
Damon Covey, Head of Product, GoTo, commented: “With GoTo Connect, our customers already rely on us for phone conversations with their customers.
Now we’re expanding our offerings to include an even more robust solution that provides additional digital communication channels to grow their business faster.
“We’ve listened to our customer’s needs, and with GoTo Customer Engagement, we’re giving businesses the ability to easily connect with their customers in the ways they want across phone, SMS, webchat and social media channel. All without the hassle of managing multiple tools.”
According to GoTo, businesses can use its new platform to do the following:
- Spot Opportunities: The solution allows users to add web chat, social media, and SMS to their channel mix to modernize business communications.
- Improve Performance Through Communication: The centralized inbox enables users to utilize a mixture of inbound and outbound communication channels, all of which are designed to boost business performance.
- Centralize Customer Engagement: The GoTo Customer Engagement solution gives users a shared inbox with access permitted to selected employees. The inbox contains all customer communications, regardless of the channel used. GoTo states that this is to ensure fast and effective responses to any customer questions or comments.
- Feedback: Users of the solution can harness custom surveys so their organization can collect customer feedback and use it to track results.
GoTo Customer Engagement is available now to all GoTo Connect customers in North America, with access to the solution found within the new GoTo application.
Last year, GoTo looked to improve how SMBs interact and engage with their customer base by launching a reworked CCaaS solution.
GoTo’s Contact Center is designed to boost sales, improve customer experiences, and enhance engagement across multiple channels.
In March 2022, Paddy Srinivasan, CEO at GoTo, said: “At its core, GoTo aims to make remote work easy and affordable for all companies, no matter their size. That is exactly what we have done by expanding GoTo’s Contact Center options to meet more customers’ engagement needs.”
Updates to GoTo’s Contact Center included remote support capabilities, advanced real-time analytics, and a range of time-saving features such as queue callbacks.
