GoTo has added over 40 new features to its Connect platform, including a new webinar experience and several new compelling CX features.
The latest developments aim to improve companies’ customer and employee communications by streamlining them using an integrated suite of technology tools. These improvements promise to simplify workflows, improve data analytics, and facilitate seamless business interactions, with the new GoTo webinar experience perhaps the most striking in the UC context.
“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“It’s not enough to simply manage customer interactions.”
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’re continually improving the GoTo Connect platform and are excited to offer these 40+ new integrations and features that enable effortless customer interactions, improve experiences, and make it easier to analyze and use customer data.”
These features are now available to all GoTo Connect customers in the new GoTo application.
More details about the new features
GoTo Webinar has introduced a number of updates to improve the virtual event hosting experience. The new GoTo Webinar Standard now offers a comprehensive solution for easily managing virtual events with a customizable layout, breakout rooms, an improved question section, and the ability to measure audience response in real time.
Additionally, the GoTo application’s capabilities have been expanded to allow hosts to host dynamic virtual events from any device, now including mobile and desktop.
In addition, GoTo Webinar has been integrated with Interprefy, so webinars can now be interpreted in multiple languages in real time and thus accessible to a global audience. These updates aim to streamline the hosting process and make it more flexible and inclusive for users worldwide.
In terms of CX improvements, GoTo Connect’s new analytics tools aim to provide actionable insights and increase customer satisfaction using AI topic flags in the contact center for trend analysis and pattern evaluation.
They intend to provide advanced call reporting with searchable transcripts, permission level restrictions, resolution reports, and comprehensive agent performance optimization reports including call outcome analytics and workload reports – all in a compact and powerful business toolset.
WhatsApp integration with the multichannel inbox also allows businesses to interact with customers on a familiar platform. AI-powered text-to-speech technology provides instant, polished sound clips in multiple languages and voices. Real-time captions in GoTo Meeting sessions improve accessibility and engagement, while Screen Pop includes personalized voice calls with relevant caller information, optimizing time and efficiency.
GoTo Connect also brings together technical tools in a central hub to manage customer interactions. It offers integrations with Zendesk for seamless data flow, ServiceNow for efficient workflows, and additional CRM tools to improve communication and streamline processes – all within the GoTo application.
What did GoTo plan for 2024?
Earlier this month, GoTo announced that Peter Mahoney had been appointed as the new Chief Commercial Officer, while Nicholas Asadorian had been appointed as interim Chief Financial Officer.
Mahoney, previously Chief Marketing Officer at GoTo, has been named the company’s new Chief Commercial Officer (CCO) and will now oversee both the sales and marketing departments. Asadorian, previously Vice President of Corporate Financial Planning & Analysis, is temporarily assuming the role of Chief Financial Officer (CFO) and brings extensive financial expertise. GoTo says its appointments bring “operational rigor” to its C-suite.
In February, GoTo launched GoPilot, an AI assistant for its Resolve platform to improve and simplify IT management.
The company describes GoPilot as the “first AI assistant for end-to-end IT management and support.” This solution provides a comprehensive view of endpoints, automates diagnostics, helps users resolve issues, and continuously learns to proactively anticipate and mitigate potential disruptions. It uses advanced data, text, and visual processing models to improve its capabilities and inform its processes.
Meanwhile, GoTo launched Miradore Premium+ in April, promising to be a groundbreaking mobile device management solution.
Premium+ is a new subscription tier within Miradore, the mobile device management (MDM) product acquired by GoTo in 2022. Designed for growing businesses managing a wide range of mobile devices, tablets and laptops on iOS, Android, Mac and Windows, Premium+ simplifies management and security tasks.
