April 14, 2022
Business Analyst, Customer Experience
At GoTo, we’re always improving. With a new company name, and consolidated products, the customer experience is at the forefront of our mind. Feedback from our valued GoTo Connect customers make a real impact on the future of our product.
What’s New:
- Enhanced contact management
Your contact list should be easy to search, edit, and manage, so getting in touch is as simple as one click. We’ve upgraded the experience to include an editable profile page for each contact, seamless action buttons to call, message, and meet, and exact search for name or phone number. (This feature will be rolled out to all customers in the coming weeks.)
- 50% fewer dropped calls
Reliability is our top priority, and we are consistently making improvements every two weeks. On desktop and mobile app, customers will have 50% fewer dropped calls.
“The total number of calls we've made and received [with GoTo Connect] has topped a few thousand, and to this point, we have not had any dropped calls or calls with significant interference.”
– Technician in Information Technology, SMB in the Legal Services industry [read review]
- Improved call recovery
The GoTo mobile app lets you take calls and meetings from anywhere. But what happens when your wi-fi drops the call? Things happen and we want to get you back up and running as quickly as possible. In the GoTo mobile app you can set up a network callback using your cellular network. If the call drops, you will receive a call to your phone to continue where you left off. The person on the other end will hear a reconnecting tone until the call resumes.
- Added call metrics
Call metrics are now available in the GoTo admin for all devices and locations. Access reports on user activity, caller activity, and phone number activity.
“The call quality [with GoTo Connect] is really good. As long as you have good internet service the quality will be good. They also have a dashboard that shows the call quality by the user to help you monitor any issues.”
– Robert Copeland, Vice President of Client Services, BOLD Integrated Payments [read review]
- Voicemail transcription for Spanish
Users can enable voicemail transcription, now available in both English and Spanish. The language for your line must be set by your admin.
- Advanced presence
Advanced presence is your status update or away message within GoTo Connect. We’ve improved the new feature to be available on web, mobile, and desktop.
- Fax on Mobile
You can now receive and manage faxes in the GoTo app for mobile.
- Save Number Porting Drafts
Porting numbers involves several steps and can sometimes prevent you from getting setup quickly! Now, you have the ability to save and come back to a port order so you can pick up where you left off.
Your feedback counts and helps make a difference in our products.
Stay up to date on releases and updates by visiting our support center.
