GoTo has announced the integration of WhatsApp as a new Customer Engagement channel within GoTo Connect. This addition centralizes conversations across SMS, social media, and GoTo Connect’s phone system into a single platform, streamlining customer communication and support.
“Customers need fast, easy communication with brands via the channels they are already using in their daily lives. 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,” says Olga Lagunova, Chief Product and Technology Officer, GoTo.
Effective customer engagement is crucial for driving revenue growth, with top-performing businesses generating 5.7 times more revenue than their competitors. Moreover, 89% of consumers express a desire for easier access to organizations via phone, webchat, email, messaging, and social media. By incorporating WhatsApp into its Customer Engagement inbox, GoTo allows businesses to connect with customers through their preferred channels, enhancing the customer service experience.
Comprehensive Communication Platform
GoTo Connect combines the phone system with multi-channel customer engagement software, providing features such as:
Unified, Shared Inbox: Centralizes all customer communication tools, including GoTo Connect’s phone system and multi-channel tools, into one easy-to-use inbox.
Multi-Channel Communications: Consolidates customer conversations from WhatsApp, SMS, Webchat, Instagram, and Facebook into a single platform, enabling teams to manage interactions seamlessly.
WhatsApp Conversations: Enables users to interact with customers directly via WhatsApp across web, desktop, and mobile, with the ability to listen to audio messages and call back WhatsApp users directly from GoTo Connect.
AI-Powered Productivity: Facilitates AI-driven personalized SMS outbound campaigns with the enhanced AI Messaging Assistant.
360° Customer View: Provides a complete view of customer interactions across multiple touchpoints, ensuring smooth handoffs and team collaboration.
Call Back Scheduling: Offers customers the option to schedule a callback instead of waiting on hold through SMS Dial Plan Mode.
