GoTo, formerly known as LogMeIn, has announced the evolution of its Contact-Center-as-a-Service (CCaaS) solution within the GoTo Connect product.
The recently launched flexible-work software company says its new customer communications solution is designed to help boost sales, improve customer experiences, and support employees by enabling secure customer and prospect engagement through multiple channels.
"GoTo's Contact Center is the only solution built for small and midsized businesses (SMBs) that enables flexible work for customer-facing staff while also providing users with the ability to access an employee IT management and support offering for free with the recently launched GoTo Resolve," the company says.
GoTo says businesses find themselves in a position of having to support a geographically dispersed workforce, with remote work here to stay. Without the right technology to enable customer communication, GoTo says businesses will suffer from lost opportunities, wasted time, and a lack of understanding about customer representative performance.
Paddy Srinivasan, GoTo's chief product and technology officer, says, "At its core, GoTo aims to make remote work easy and affordable for all companies, no matter their size. That is exactly what we have done by expanding GoTo's Contact Center options to meet more customer engagement needs.
"Gone are the days of SMBs feeling like costly and overly complicated contact centres are out of their reach. We believe that small businesses especially can benefit from engaging with their customers across a variety of channels.
"With GoTo's new Contact Center we are enabling just that with a simple, easy to deploy, and affordable contact centre solution," he adds.
GoTo's Contact Center solution has several updates for SMBs, including:
- Remote support capabilities: If an employee has an IT problem, they can't help customers or close deals. GoTo's support products, including the new GoTo Resolve, complement GoTo Connects capabilities, so customer-facing teams now have access to the support tools they require from a single provider.
- Connect with customers across multiple channels: Customers and customer representatives can now interact over various channels, including voice, video meetings, SMS, webchat and socials, depending on the customer preference or the outbound motion.
- Advanced analytics: Real-time analytics help leaders understand business and customer representative performance in a centralised location to help them make better business decisions and monitor progress.
- Time-saving features: Such as an outbound dialler to accelerate the speed of sales calls or prerecorded voicemails to play while moving on to the next call automatically.
"We love data, and we get a lot out of GoTo's Contact Center reporting," says Stand for Animals Veterinary Clinic operations team lead, Nicole Hash.
"We can see how many calls we are picking up, how many are we abandoning, how many are timing out, and how long we are on the phone with people. We can look at this information and make informed decisions based on it."