GoTo provides co-browsing performance to its contact middle providing
The new function permits brokers and clients to collaboratively “browse” an internet site, internet software or cellular app collectively in actual time.
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GoTo has launched a brand new co-browsing functionality inside its contact middle, giving brokers the flexibility to securely help their clients inside their internet browser and supply more practical assist by way of a single communications and help resolution.
Most generally utilized in customer support situations to enhance on-line conversions and experiences, by having co-browsing software program in place, brokers and clients can collaboratively “browse” an internet site, internet software or cellular app collectively in actual time.
As companies overwhelmingly look to consolidate their tech stack, by enabling co-browsing from inside the GoTo software, clients could have an answer that enables them to completely serve their clients multi functional place, GoTo mentioned in a press word.
Customers can even profit from the all-in-one unified expertise that co-browsing affords, lowering software fatigue and context switching for each workers and clients, the corporate mentioned. The new functionality permits clients to allow information masking, button blocking, and encryption to make sure the co-browsing expertise stays safe.
The co-browsing functionality might be activated on any browser and gadget whereas brokers chat with clients by means of internet chat, social media, or SMS, which means clients can bodily see on-line software kinds, be walked although their ecommerce buy or immediately proven tips on how to use an app or product function.
The announcement additional builds on the updates to the corporate’s cloud contact center-as-a-service (CCaaS) techniques that had been introduced in March 2022, a month after the corporate rebranded from LogMeIn to GoTo. During that preliminary replace, GoTo added a slew of enhanced contact middle choices to make brokers extra productive, together with superior analytics, time saving options and extra distant help capabilities.
The key to making sure the success of a cloud contact middle resolution is making it so simple as potential for brokers to assist clients, mentioned Paddy Srinivasan, chief govt officer, GoTo in a press word.
He added that having heard from clients that there was a spot within the agent and buyer relationship, the corporate felt “uniquely positioned” to carry its co-browsing expertise into its CCaaS providing to higher help in type fills, troubleshooting, and problem-solving.
“Co-browsing has long been a feature GoTo has offered in our remote support solutions, and this launch is another way we continue to integrate the best of our technology into a single solution, enabling customers to eliminate the need for multiple tools,” Srinivasan mentioned.
