GoTo Connect integrates with your company’s most-used apps to significantly enhance how you connect with customers. And now, with even more integrations and automations, your team can excel in customer communications via streamlined workflows and quick access to insights.
GoTo Connect now integrates with a range of CRMs and help desk platforms, including: Salesforce, MS Dynamics, Pipedrive, ServiceNow, Freshdesk, Capsule CRM, Hubspot, Zoho, Sugar CRM, Zendesk and Freshsales. More integrations are coming soon, including Epic CRM, Connectwise, NetSuite, Zoho Desk, Zendesk Sales, and VinSolutions.
Below, we explore workflows and automations showing how integrations level up the way you and your team work.
Call summary
Call summaries use the power of AI to recap your call, highlight key topics and decisions, then sync that info across your most-used apps. This is incredibly time-saving for your team, as agents can quickly grasp the essence of previous interactions without spending time listening to the full recording. Plus, with quick access to interaction history, agents can provide more personalized and informed support.
How it works: When a call is made or received, it is recorded then converted into text. AI then analyzes the transcribed text, identifying key points, topics discussed, customer sentiment, and any action items or follow-ups required.
Based on this analysis, AI generates a concise summary of the call, emphasizing the most important information. This summary syncs across your most-used apps, attaching to the relevant customer record.
Screen pop
The screen pop feature automatically displays relevant customer information on an agent’s screen as soon as a call is connected. By eliminating the need for agents to search for customer information during calls, screen pop significantly speeds up response times and increases overall productivity.
It also provides a more enhanced customer experience. Customers appreciate being recognized and having their issues addressed promptly. Screen pops enable agents to provide personalized service right from the start of the interaction.
How it works: When a call comes in, the system detects the incoming number and triggers the screen pop functionality. GoTo Connect communicates with your integrated system to retrieve pertinent customer information associated with the incoming number.
As the call is connected to an agent, a pop-up window appears on their desktop with all the retrieved information. This allows agents to see who is calling and understand their context immediately, without needing to ask for basic details.
Contact sync
One of the most valuable integrations between GoTo Connect and your CRM is the ability to sync contact information in real time. This integration ensures that customer data is always up-to-date and accessible across both systems, empowering agents to provide personalized and efficient service.
By syncing contact data, GoTo Connect and your CRM become a unified record of customer information. This eliminates data silos and ensures that agents have access to the most current details. Further, automating the contact sync process saves agents valuable time that would otherwise be spent manually entering and updating customer profiles across multiple systems.
How it works: When the integration is first set up, existing contact data is transferred from the CRM to GoTo Connect, ensuring that both systems have the same baseline information.
As new contacts are added or existing ones are updated in either the CRM or GoTo Connect, the integration automatically syncs the changes to the other system, keeping them in perfect alignment.
Click-to-call
Click-to-call integrates with your CRM system to streamline the process of initiating phone calls directly from the CRM interface. This enhances productivity and improves customer interactions by allowing users to connect with clients with just a single click, eliminating the need to manually dial numbers. This integration streamlines operations and positions organizations to respond more effectively to customer needs in an increasingly competitive landscape.
How it works: This feature is embedded within the CRM interface. It enables agents to initiate calls by clicking on a phone number displayed in customer records. The integration allows agents to stay focused on their tasks without switching between applications.
Call logs
Integrating call log functionality between GoTo Connect and your CRM system is essential for improving operation efficiency.
By consolidating call logs within the CRM, agents can quickly review past interactions with customers. This context allows them to tailor their responses and solutions to meet specific customer needs, fostering a more personalized experience.
Automating the transfer of call logs like this eliminates the need for manual data entry, reducing administrative burdens on agents.
How it works: As calls are made or received, GoTo Connect records essential details about each interaction, including: caller ID (callee and caller), call duration, and any notes taken during the conversation.
The captured call logs are then immediately synced with the CRM system. This ensures that all relevant data is available to agents without any manual input, reducing the risk of errors and saving time.
Messaging log
The GoTo Connect messaging log takes daily conversation histories through SMS and shares them to your CRM, allowing businesses to maintain a comprehensive record of customer interactions.
This streamlines communication processes and enhances customer experience by ensuring that all customer-facing teams have access to updated and comprehensive interaction histories.
How it works: GoTo Connect automatically and securely records your text-based communications. With this integration feature, notes are created for each contact in the CRM containing all messages sent and received that day. These updates occur at the end of each day, providing a comprehensive record of customer interactions.
Agents and supervisors can look through these logs to quickly find specific conversations. This also helps businesses keep track of customer sentiment and provide context-aware support in future interactions.
Voicemail transcript
The voicemail transcript feature in our integration converts voicemails into text in GoTo Connect, then posts it as a note to the contact in the CRM or help desk platform.
This lets employees quickly scan messages without having to listen to each one, saving valuable time and allowing for faster response times. With the integration, your team can access voicemails from multiple devices and locations.
How it works: When a customer leaves a voicemail, GoTo Connect automatically syncs the transcribed voicemail text with your CRM of choice. The voicemail transcript is added to the relevant customer record as a note, providing agents with immediate access to the customer’s inquiry.
Try GoTo Connect today
By leveraging GoTo Connect’s powerful integrations, you can streamline your workflows, boost team productivity, and provide an unparalleled customer experience.
From automated call logging to AI-powered insights and screen pop functionality, these features work together seamlessly to help your business thrive in today’s competitive landscape.