IT and Business Insights for SMB Solution Providers

GoTo Adds Co-Browsing to Contact Center Solution

The new feature lets support agents help customers complete online application forms, make ecommerce purchases, use a new app, and more from directly within their web browser. By Rich Freeman

GoTo has added co-browsing functionality to its contact center-as-a-service (CCaaS) solution for SMBs.

Drawing on functionality in GoTo Resolve, the company’s remote access and management platform, the new feature lets agents help customers complete online application forms, make ecommerce purchases, use a new app, and more from directly within their web browser. Co-browsing is available immediately to GoTo Contact Center subscribers.

“Making it as simple as possible for agents to help customers is a key pillar of a successful cloud contact center solution. Having heard from our customers that they saw a gap in the agent and customer relationship, we were uniquely positioned to bring our Co-browse technology into our CCaaS offering to better assist in form fills, troubleshooting, and problem-solving,” said GoTo CEO Paddy Srinivasan in a media statement. “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.”

According to GoTo, using GoTo Resolve instead of a third-party product for remote customer assistance helps Contact Center users simplify product and vendor management. Research published by the vendor earlier this year found that fully 95% of global SMBs have consolidated or begun consolidating technology vendors, and that 62% consider consolidation one of their most important IT initiatives.

Integrated co-browsing reduces tool fatigue and context switching for Contact Center users as well, according to GoTo. Agents can active co-browsing sessions while chatting with customers on websites, on social media sites, or in SMS. Security protections in the new feature include data masking, button blocking, and encryption.

Based on the LogMeIn remote access solution, GoTo Resolve includes ticketing and help desk functionality as well. GoTo shipped the new system this February in conjunction with a major brand update, product refresh, and partner program rollout. It subsequently integrated GoTo Contact Center with GoTo Resolve the following month.

Other new features added to Contact Center in March include support for communication via voice, video, SMS, web chat, and social media; centralized real-time analytics on company and agent performance; an outbound dialer; and automated callbacks to customers who don’t want to wait on hold for assistance.

GoTo rolled out automated ticketing in GoTo Resolve for users of its GoTo Connect unified communications-as-a-service solution last month. The company introduced a new licensing bundle called GoTo Essentials offering Standard editions of both GoTo Connect and GoTo Resolve for a discounted starting price of $24 a month per user, per seat on the same day. 

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