Modern customers desire fast, effective, and personalized service, but meeting these expectations can be difficult and expensive, particularly for companies that are experiencing rapid growth.
According to a study by Khoros, 65% of consumers have reported switching to a different brand following a bad customer experience, while 67% have told others about the bad experience. Alternatively, 59% of consumers have reported that they would recommend a company based solely on a good customer service experience.
In the past few years, GoTo has developed many new and innovative products and features to help companies provide the support their customers want, at affordable prices. Just last year, GoTo launched over 40 new, powerful contact center features across its suite of products, and then today, GoTo has announced a completely new product: GoTo Contact Center Pro.
What Is GoTo
GoTo is a SaaS provider offering a wide range of products and services, from video conferencing and webinar platforms to remote support software, to UCaaS and CCaaS solutions. In all of its products, GoTo focuses on providing affordable tools that streamline operations and increase customer engagement by leveraging artificial intelligence, natural language processing, and machine learning technology.
For example, last year, GoTo launched an AI-enhanced script generator for GoTo Resolve, its unified IT support product. The script generator enables users to write system commands in natural language, which are then translated into code by the tool, saving time for developers and cutting costs for companies.
What Is GoTo Contact Center Pro
GoTo Contact Center Pro is the latest addition to the GoTo suite and provides an all-in-one contact center solution that is specifically tailored to medium and large companies.
The new platform includes a number of advanced AI-powered features such as:
- Omnichannel Capabilities: Enables users to easily track customer experiences across multiple channels such as phone, email, webchat, WhatsApp, social media etc., with shared customer details and contact history across channels
- Reporting and Analytics: Agent analytics and real-time reporting with sentiment analysis (ratings and summaries) and keyword/trend tracking
- CRM Integrator: Assists in the creation and configuration of screen pops to integrate with and display contact information from third party apps such as Freshdesk, Hubspot, Zendesk, Zoho, etc.
- Queue Based Quick Text: Agents insert predefined and preformatted blocks of text into any written channel interaction (chat, email, SMS, WhatsApp etc.) to save time and reduce human error
Olga Lagunova, Chief Product and Technology Officer at GoTo says of the new product:
“GoTo Contact Center Pro provides growing businesses with a modern contact center solution they can trust without compromising on features, cost, or simplicity. That’s something traditional contact center vendors simply cannot offer.”
What’s Next
As companies strive to grow while retaining a high level of customer service, it will be necessary to incorporate AI-powered tools to work alongside live agents and employees.
GoTo has consistently been at the forefront of AI, NLP, and ML research and development, beginning with its roots as an innovative remote support software solution known as LogMeIn.
Damon Covey, GoTo Head of Product, says:
“These AI-powered innovations are just some of what GoTo is working on. With the right approach, AI can be a valuable asset to businesses, and complementary to human IT and customer support teams. GoTo’s aim is always to help businesses get their work done more efficiently and increase their productivity.”
GoTo will undoubtedly release more exciting features and products in the coming years to meet these goals as AI technology continues to advance at unprecedented speeds.
