GoTo, the company making IT management, support, and business communications easy, announced that WhatsApp, the most popular messaging platform in the world, has been added as a new Customer Engagement channel within GoTo Connect. Customer Engagement centralizes conversations across channels including SMS, webchat, social media, and GoTo Connect phone system into one platform, making it even easier for customers to communicate with businesses anytime, anywhere.

“Customers need fast, easy communication with brands via the channels they are already using in their daily lives.” – Olga Lagunova, Chief Product and Technology Officer at GoTo

Successful customer engagement and revenue growth go hand-in-hand, with businesses with best-in-class engagement generating 5.7x more revenue than their competitors. 89% of consumers also say they want it to be easier to contact organizations by phone, webchat, email, messaging, and social media. By adding WhatsApp as a channel to the Customer Engagement inbox, GoTo is empowering businesses to meet their customers in their preferred channels while creating a more seamless experience for customer service agents.

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GoTo Connect centralizes conversations with an award-winning phone system and multichannel customer engagement software that includes:

• Unified, Shared Inbox: GoTo Connect’s phone system and multi-channel customer communication tools are brought together within one easy-to-use shared inbox.
• Multi-Channel Communications: The shared inbox captures customer conversations from multiple channels including WhatsApp, SMS, Webchat, Instagram, and Facebook into one place, creating a seamless way for teams to manage interactions and respond to customer inquiries.
• WhatsApp Conversations: Users can now communicate directly with their customers via the WhatsApp channel across web, desktop, and mobile within the shared inbox. Users can listen to audio messages and call back WhatsApp customers directly from GoTo Connect.
• AI-powered productivity: Schedule AI-powered personalized SMS outbound campaigns with enhanced AI Messaging Assistant.
• 360° Customer View: Gain a complete view of customer interactions across various touchpoints, enabling seamless handoffs and collaboration across teams, and a streamlined customer experience.
• Call Back Scheduling: SMS Dial Plan Mode gives customers the option to schedule a call back instead of waiting on hold.

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“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,” says Olga Lagunova, Chief Product and Technology Officer, GoTo. “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.”

“GoTo Connect has transformed the way we interact with our customers. The omnichannel capabilities empower us to meet them on their preferred platforms, whether it’s voice, chat, or SMS. This flexibility has led to a more personalized customer experience, which has in turn boosted loyalty and brand advocacy. The platform’s intuitive interface makes it a breeze for our team to use, and GoTo’s ongoing commitment to innovation gives us confidence that our communication needs will be met well into the future.” – Terra Sedillo, Director of Marketing, American Motors

Customer Engagement is currently available to all GoTo Connect customers in North America and Australia within the new GoTo application.