By integrating co-browsing into GoTo Contact Center, customers could benefit from: a unified experience, secure access with a simple click, and easy execution across any channel.
The feature also allows agents to walk customers through online application forms, navigate their ecommerce purchase or direct them on how to use an app or product feature.
Paddy Srinivasan, chief executive officer, GoTo, explained, “Making it as simple as possible for agents to help customers is a key pillar of a successful cloud contact centre 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.
“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.”
