In today's connected, on-demand world, customer experience is more critical than ever. Companies across industries are continually seeking innovative ways to engage with their customers effectively and provide exceptional service. Enter GoTo Contact Center, a powerful contact center solution that is transforming the way businesses interact with their clients. In this blog post, we'll explore what GoTo Contact Center is, its key features, and how it can benefit your organization.
Rising Customer Expectations
Customer expectations are increasing year over year. According to a British Telecommunications study, 69% of consumers find dealing with organizations around customer service issues tiring and exhausting.
Customers expect their issues to be solved quickly, easily and often personalized. What we are seeing is that many businesses are not equipped to meet their demands.
The potential for losing out on revenue and unhappy employees can keep business leaders up at night.
It’s time to remedy this.
What is GoTo Contact Center?
GoTo Contact Center is a comprehensive cloud-based contact center solution designed to help growing businesses manage customer interactions seamlessly. Developed to modernize customer journeys and maximize workforce performance, GoTo Contact Center empowers organizations to deliver exceptional customer service, boost agent productivity, and streamline operations.
Key Features of GoTo Contact Center:
For growing companies with high volume of customer conversations, GoTo Contact Center is an all-in-one AI powered solution built on our world-class phone system, GoTo Connect, that will modernize customer journeys and maximize workforce performance, helping enrich every customer interaction.
- World Class Phone System: GoTo Connect comes packed with over a hundred phone system features like unlimited extensions, smart call routing, auto attendants, call wrap up and queue callbacks. You can communicate across your customer’s favorite channels like SMS, Voice, Video, Web chat, and social media while you can seamlessly integrate with your business's everyday apps like Slack, Salesforce, and Microsoft so staff are at their most productive.
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Front and Back-Office Collaboration Software: Improve team collaboration and boost productivity by giving your customer facing teams easy access to support from internal specialists and departments to advise without the need to use multiple tools and reduce workplace efficiency. Shared customer information and history means staff can quickly resolve issues and personalize interactions.
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The Easiest Platform to Manage : We know many businesses are light on IT resources, apprehensive about deployment, adoption levels and outgrowing their tech too soon. Our GoTo Connect solutions, including GoTo Contact Center, were designed to be simple and deployable in a day. Manage all staff performance in one window, optimize call routing with simple configuration tools and scale up or down staff licenses based on your business needs.
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Optimized Workforce Performance: Optimize your workforce strategy with real time performance reporting and customizable agent or team dashboards. Create a culture of continuous improvement, where your workforce is empowered to excel by tracking their own targets and KPIs. Supervisors can make informed decisions quickly, intelligently route customer queries or coach with listen and whisper functionality.
- One Single, Trusted Vendor: As well as large cost savings by unifying all your business communications under one roof, businesses have one line support center that’s 24/7 and #1 customer rated, with one bill and SLA to manage all while controlling the solutions from one single admin portal.
Benefits of Using GoTo Contact Center:
- Improved Customer Experience:By offering multichannel support and intelligent routing, GoTo Contact Center helps organizations deliver a seamless and personalized customer experience. Customers can get their issues resolved quickly and efficiently, leading to higher satisfaction levels.
- Enhanced Agent Productivity:With access to real-time data, analytics, and automation features, agents can work more efficiently and effectively. This not only boosts productivity but also reduces agent turnover rates by providing the tools they need to succeed.
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Cost Savings:GoTo Contact Center is a cost-effective solution that eliminates the need for expensive on-premises infrastructure. Its scalability ensures that businesses only pay for the resources they use, reducing overall operational costs.
- Data-Driven Decision-Making:The analytics and reporting capabilities of GoTo Contact Center enable organizations to make informed decisions based on customer interaction data. This leads to more effective strategies for customer engagement and business growth.
Why GoTo?
In a world where customer experience can make or break a business, GoTo Contact Center stands out as a game-changer. Its versatile features, scalability, and focus on enhancing both customer and agent experiences make it a valuable asset for organizations across industries. By adopting GoTo Contact Center, businesses can ensure that they are well-equipped to meet the ever-evolving demands of their customers and stay ahead in the competitive landscape.
Check out this on-demand webinar to learn more about how to empower your business to meet the ever-growing demands of modern customers.
