GoTo Elevates CX with New GoTo Connect Features

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GoTo, the company making IT management, support, and business communications easy, announced more than 40 product enhancements to the GoTo Connect portfolio. 

These newest innovations further enhance the customer experience for businesses and enable effortless business communications through unified technology tools, data analytics, and simplified workflows.

As businesses contend with a deluge of customer data and an ever-expanding range of channels, the expectation to provide a seamless customer experience has never been higher. 

These latest product innovations within GoTo Connect equip businesses with the data and technology they need to improve their customer interactions and make it easier than ever for customers to get in touch. The following enhancements to the portfolio create effortless customer experiences for businesses looking to improve communication and collaboration.

Put data at the forefront to optimise customer experiences

Transform scattered insights into clear, actionable intelligence with GoTo Connect analytics tools. Uncover trends in call recordings, transcriptions, and customer feedback to pinpoint areas for improvement, anticipate customer needs, and fine-tune strategies, enabling:

• Customer satisfaction with AI topic flags: Track and analyse key topics in GoTo Connect Contact Center with advanced speech analysis to spot important trends, evaluate calls for patterns, and monitor historical data.
• Better insights to enhance call reports: Access a searchable record of every conversation with call transcripts, enable multi-tier permission-level restrictions by user groups, and see the outcome of every call in a simplified view with resolution reporting.
• Better training to maximise agent performance: View a comprehensive report to analyse call failures and call outcomes, and unlock deeper insights with handle time and workload reporting.

Create easy, automated workflows for effortless customer interactions

Streamline customer interactions with time-saving features and automated workflows for effortless communication across GoTo Connect channels using feature updates, including:

• WhatsApp as a communication channel: GoTo Connect added WhatsApp as part of its multichannel inbox, enabling customers to reach businesses in a platform they are already using through text, image, videos, voice message, and more.
• AI-driven text-to-speech sound clips: Create polished sound clips from script to voice over instantly using AI, choosing from 4 voices, 90 languages, and 11 background music options.
• Clearer meetings with closed captioning: Make GoTo Meeting sessions more engaging and accessible with real-time audio transcriptions, turning audio into text.
• Screen pop for personalised voice calls: Personalise calls with screen pop providing all the relevant caller information at your fingertips, saving time and boosting efficiency.

Unify tech tools for a more connected, efficient business

Bring tech tools together to manage customer interactions from one central hub within GoTo Connect with new integrations, including:

• Zendesk: Reach out to customers on preferred channels within GoTo Connect while maintaining a seamless conversation history with customer data from Zendesk.
• ServiceNow: Create an effortless workflow, enabling teams to collaborate easier, resolve incidents faster, and get a complete view of customer needs.
• Additional integrations: GoTo Connect is now compatible with Sugar CRM, Pipedrive, Freshsales, and Freshdesk to unify customer interactions, further enhance customer communications, and provide better workflows within the GoTo application.

Level up webinars with GoTo Webinar’s newest innovation

In addition to the new GoTo Connect features, GoTo Webinar has also 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, offering a customizable layout, breakout rooms, an improved question pane, and real-time audience reactions.
• Host webinars on mobile: Host dynamic virtual events on any device through the GoTo application, now on mobile and desktop.
• Integrate Interprefy: Provide real-time multilingual interpretation within GoTo Webinar through the power of Interprefy.

“Providing a seamless customer experience is no longer a luxury for brands, it’s a necessity,” says Olga Lagunova, Chief Product and Technology Officer, GoTo. 

“It’s not enough to simply manage customer interactions. To build lasting customer relationships and loyalty, businesses must take an active role in analysing and simplifying the customer journey. 

We continue to enhance the GoTo Connect platform with this in mind, and we’re thrilled to offer these 40+ new integrations and features that create effortless customer interactions, improve experiences, and more easily analyse and leverage customer data.”

These capabilities are currently available to all GoTo Connect customers within the new GoTo application.