GoTo is improving the customer engagement experience by connecting customers with brands through a seamless, multichannel shared inbox within GoTo Connect

GoTo, renowned for simplifying IT management, support, and business communications, has announced the integration of WhatsApp into its GoTo Connect platform. This addition transforms customer engagement by centralizing conversations across multiple channels, including SMS, webchat, social media, and the GoTo Connect phone system, into one unified platform. This enhancement facilitates easier and more efficient communication between businesses and their customers.

Benefits of Enhanced Customer Engagement

• Revenue Growth: Businesses with top-tier engagement see 5.7x more revenue than their competitors.
• Customer Preferences: 89% of consumers prefer easy contact via phone, webchat, email, messaging, and social media.
• Meeting Customer Needs: By integrating WhatsApp, GoTo enables businesses to connect with customers on their preferred platforms.

Key Features of GoTo Connect

• Unified, Shared Inbox: Combines phone system and multi-channel communication tools into one accessible inbox.
• Multi-Channel Communications: Integrates conversations from WhatsApp, SMS, Webchat, Instagram, and Facebook, allowing seamless management and response.
• WhatsApp Integration: Facilitates direct communication with customers via WhatsApp on web, desktop, and mobile, including listening to audio messages and making calls.
• AI-Powered Productivity: Utilizes AI Messaging Assistant for personalized SMS outbound campaigns.
• 360° Customer View: Provides a comprehensive view of customer interactions, ensuring seamless handoffs and collaboration across teams.
• Call Back Scheduling: Allows customers to schedule callbacks via SMS Dial Plan Mode, reducing wait times.

Expert Insights

• Customer Expectations: Olga Lagunova, Chief Product and Technology Officer at GoTo, emphasizes the importance of meeting customers on their preferred communication channels to foster growth and loyalty.
• User Experience: Terra Sedillo, Director of Marketing at American Motors, highlights the platform's omnichannel capabilities and intuitive interface, which enhance customer experience and brand advocacy.

The addition of WhatsApp to GoTo Connect marks a significant enhancement in customer engagement capabilities. By centralizing multi-channel communications, businesses can provide a seamless and efficient customer service experience, fostering loyalty and driving growth. Available now to all GoTo Connect customers in North America and Australia, this feature ensures that businesses can meet their customers wherever they are.