GoTo Adds WhatsApp as a Channel to GoTo Connect, Enhancing Customer Engagement Capabilities through Multichannel Communications
30 Julio 2024 - 7:57AM
Business Wire
GoTo is improving the customer engagement
experience by connecting customers with brands through a seamless,
multichannel shared inbox within GoTo Connect
GoTo, the company making IT management, support, and business
communications easy, today announced that WhatsApp, the most
popular messaging platform in the world, has been added as a new
Customer Engagement channel within GoTo Connect. Customer
Engagement centralizes conversations across channels including SMS,
webchat, social media, and GoTo Connect phone system into one
platform, making it even easier for customers to communicate with
businesses anytime, anywhere.
Successful customer engagement and revenue growth go
hand-in-hand, with businesses with best-in-class engagement
generating 5.7x more revenue than their competitors. 89% of
consumers also say they want it to be easier to contact
organizations by phone, webchat, email, messaging, and social
media. By adding WhatsApp as a channel to the Customer Engagement
inbox, GoTo is empowering businesses to meet their customers in
their preferred channels while creating a more seamless experience
for customer service agents.
GoTo Connect centralizes conversations with an award-winning
phone system and multichannel customer engagement software that
includes:
- Unified, Shared Inbox: GoTo Connect’s phone system and
multi-channel customer communication tools are brought together
within one easy-to-use shared inbox.
- Multi-Channel Communications: The shared inbox captures
customer conversations from multiple channels including WhatsApp,
SMS, Webchat, Instagram, and Facebook into one place, creating a
seamless way for teams to manage interactions and respond to
customer inquiries.
- WhatsApp Conversations: Users can now communicate
directly with their customers via the WhatsApp channel across web,
desktop, and mobile within the shared inbox. Users can listen to
audio messages and call back WhatsApp customers directly from GoTo
Connect.
- AI-powered productivity: Schedule AI-powered
personalized SMS outbound campaigns with enhanced AI Messaging
Assistant.
- 360° Customer View: Gain a complete view of customer
interactions across various touchpoints, enabling seamless handoffs
and collaboration across teams, and a streamlined customer
experience.
- Call Back Scheduling: SMS Dial Plan Mode gives customers
the option to schedule a call back instead of waiting on hold.
“Customers need fast, easy communication with brands via the
channels they are already using in their daily lives. Whether it’s
on the phone, text, or social media, businesses need to meet
customers where they are, or risk losing out to the competition,”
says Olga Lagunova, Chief Product and Technology Officer, GoTo.
“For a business to grow and build customer loyalty, it is important
to offer customers a variety of quick and easy communication
options, and WhatsApp is one of the fastest-growing communication
channels in the world. With the addition of WhatsApp as a channel
into the GoTo Connect platform, we’re providing seamless customer
engagement that is in reach for businesses of any size.”
“GoTo Connect has transformed the way we interact with our
customers. The omnichannel capabilities empower us to meet them on
their preferred platforms, whether it’s voice, chat, or SMS. This
flexibility has led to a more personalized customer experience,
which has in turn boosted loyalty and brand advocacy. The
platform’s intuitive interface makes it a breeze for our team to
use, and GoTo’s ongoing commitment to innovation gives us
confidence that our communication needs will be met well into the
future.” - Terra Sedillo, Director of Marketing, American
Motors
Customer Engagement is currently available to all GoTo Connect
customers in North America and Australia within the new GoTo
application.
For additional information, please visit
https://www.goto.com/connect/customer-engagement-software.
About GoTo
GoTo makes IT and business communications easy, so its customers
can do what matters most. Featuring flagship products GoTo Resolve,
GoTo Connect, and LogMeIn Rescue, the GoTo portfolio helps securely
support and connect businesses to what’s most important: their
teams and customers. For over 20 years the company has been
dedicated to robust security, including zero trust authentication,
and powers more than 1 billion remote support sessions and 1
million customers with easy-to-use, built-for-IT solutions that
save businesses time and money. With nearly $1 billion in annual
revenue, the remote-centric company is headquartered in Boston,
Massachusetts, with over 2,800 GoGetters across North America,
South America, Europe, Asia, and Australia.
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version on businesswire.com: https://www.businesswire.com/news/home/20240730162374/en/
Media Contact Alyssa Kanter press@goto.com +1
617-279-2443