GoTo Adds WhatsApp as a New Customer Engagement Channel

Successful customer engagement is at the very foundation of revenue growth today. Studies have found that companies practicing best-in-class engagement generate more than five times the revenue of their competitors. Consumers today also report that they want it to be easier to contact organizations by phone, webchat, email, messaging and social media.

IT management, support and communications solutions provider GoTo recently announced that WhatsApp, the most popular messaging platform in the world, has been added as a new customer engagement channel within GoTo Connect. This Customer Engagement addition centralizes conversations across channels including SMS, webchat, social media and the GoTo Connect phone system into one platform. This makes it easier for customers to communicate with businesses anytime and from anywhere.

By adding WhatsApp as a channel to the Customer Engagement inbox, GoTo aims to empower businesses to meet their customers in their preferred channels while creating a more seamless experience for customer service agents.

GoTo Connect centralizes conversations with a phone system and multichannel customer engagement software and includes a unified, shared inbox, as well as multichannel communications, WhatsApp conversations, AI-powered outbound SMS campaigns, callback scheduling, and analytics that allow for a 360-degree view of the customer journey.

“Customers need fast, easy communication with brands via the channels they are already using in their daily lives,” said Olga Lagunova, Chief Product and Technology Officer at GoTo. “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. 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.”