As businesses contend with deluges of customer data and an ever-expanding range of channels, the expectation to provide a seamless customer experience has never been higher. Customers expect a natural, personalized flow of communications when they reach out to companies, or when companies opt to contact them.
So, IT management and support solutions provider GoTo recently announced more than 40 product enhancements to the GoTo Connect portfolio. The newest innovations were added "to further enhance the customer experience for businesses and enable more effortless business communications through unified technology tools, data analytics and simplified workflows," said the company.
The latest product innovations within GoTo Connect aim to 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 enhancements to GoTo Connect include customer satisfaction with AI topic flags, allowing companies to track and analyze key topics in GoTo Connect Contact Center with advanced speech analysis to spot important trends, evaluate calls for patterns, and monitor historical data.
In addition, the new features will enhance call reports, allowing access to a searchable record of every conversation with call transcripts, enabling multi-tier permission-level restrictions by user groups, and seeing the outcome of every call in a simplified view with resolution reporting.
Companies can also build better training programs to maximize agent performance. Users can view a comprehensive report to analyze call failures and call outcomes and unlock deeper insights with handle time and workload reporting.
The new features also include WhatsApp as communication channel, AI-driven text-to-speech sound clips, clearer meetings with closed captioning, and screen pop for personalized voice calls. New integrations include Zendesk, ServiceNow, SugarCRM, Pipedrive, Freshsales and Freshdesk.
“Providing a seamless customer experience is no longer a luxury for brands, it’s a necessity,” said 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 analyzing 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 analyze and leverage customer data.”
Edited by
Alex Passett
