GoTo, the company that simplifies IT management, support and business communications, has announced more than 40 product enhancements to the GoTo Connect portfolio. These latest innovations further improve the customer experience for enterprises and enable effortless business communications through unified technology tools, data analytics and simplified workflows.
With businesses dealing with a flood of customer data and an ever-growing number of channels, the expectation to deliver a seamless customer experience has never been higher. GoTo Connect’s latest product innovations equip businesses with the data and technology they need to improve their customer interactions and make it easier than ever for customers to engage with them. The following portfolio additions create effortless customer experiences for businesses looking to improve their communication and collaboration.
Put data at the forefront to optimize the customer experience.
Turn scattered insights into clear, actionable information with GoTo Connect’s analytics tools. Discover trends in call recordings, transcriptions, and customer feedback to identify areas for improvement, anticipate customer needs, and optimize strategies. Here’s how you can:
- Customer satisfaction with AI topic flags: Track and analyze key topics in GoTo Connect Contact Center with advanced speech analytics to identify key trends, evaluate calls for patterns, and monitor historical data.
- Better insights to improve call reporting: Access a searchable record of every conversation with call transcripts, enable multi-level permission restrictions by user groups, and see the outcome of every call in a simplified view with resolution report.
- Better training to maximize agent performance: View a comprehensive report to analyze call errors and outcomes, and gain deeper insights with handle time and workload reports.
Create simple, automated workflows for effortless customer interactions.
Streamline customer interactions with time-saving features and automated workflows for effortless communication across all GoTo Connect channels with feature updates including:
- WhatsApp as a communication channel: GoTo Connect has added WhatsApp as part of its multichannel inbox, allowing customers to reach businesses through a platform they already use, via text, image, video, voice message, etc.
- AI-powered text-to-speech sound clips: Use artificial intelligence to create sophisticated sound clips from script to voiceover in no time. Choose from 4 voices, 90 languages, and 11 background music options.
- Clearer meetings with subtitles: Make GoTo Meeting sessions more engaging and accessible with real-time audio transcriptions and turn audio into text.
- Screenpop for personalized voice calls: Personalize calls with screen popups that provide you with all relevant caller information at the touch of a button. This saves time and increases efficiency.
Unify technology tools for a more connected and efficient business.
Bring together tech tools to manage customer interactions from a central hub in GoTo Connect, with new integrations including:
- Zendesk: Reach customers through preferred channels within GoTo Connect while maintaining a seamless conversation flow with customer data from Zendesk.
- ServiceNow: Create an effortless workflow that enables teams to collaborate more easily, resolve incidents faster, and gain a comprehensive view of customer needs.
- Additional integrations: GoTo Connect is now compatible with Sugar CRM, Pipedrive, Freshsales and Freshdesk to unify customer interactions, further improve customer communications and provide better workflows within the GoTo application.
Take webinars to the next level with the latest innovation from GoTo Webinar.
In addition to the new GoTo Connect features, GoTo Webinar has been updated to include:
- New and improved GoTo Webinar Standard: Host and manage virtual events effortlessly with the new all-in-one GoTo webinar experience, featuring a customizable layout, breakout rooms, an enhanced Q&A section, and real-time audience reactions.
- Host webinars on mobile devices: Host dynamic virtual events on any device using the GoTo app, now on mobile and desktop.
- Integrate Interprefy: Deliver real-time multilingual interpretation within GoTo Webinar with the power of Interprefy.
“Providing a seamless customer experience is no longer a luxury for brands, but a necessity,” said Olga Lagunova, Chief Product and Technology Officer at GoTo. “Simply managing customer interactions is not enough. To build lasting customer relationships and loyalty, companies must take an active role in analyzing and simplifying the customer journey. With that in mind, we are continuously improving the GoTo Connect platform and are excited to offer these 40+ new integrations and features that enable effortless customer interactions, enhance experiences, and make it easier to analyze and use customer data.”
These features are currently available to all GoTo Connect customers in the new GoTo application.
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