GoTo has launched a new co-browsing capability within its contact center, giving agents the ability to help their customers securely in their web browser and deliver more efficient help through one-stop communication and support.
It is most often used in customer service scenarios to improve conversions and online experiences. By having co-browsing software, agents and customers can collaboratively "browse" a website, web app or mobile app in real time.
As companies look to massively consolidate their technology stack, by enabling co-browsing from the GoTo app, customers will have a solution that allows them to fully serve their customers in one place, GoTo said in a press release.
Customers will also benefit from the unified, all-in-one experience that co-browsing brings, reducing tool fatigue and context switching for employees and customers, the company said. The new feature allows customers to enable data masking, button blocking, and encryption to ensure a secure shared browsing experience.
The co-browsing capability can be enabled on any browser and device while agents are conversing with customers via web chat, social media, or text, meaning customers can physically view online application forms, be guided through your online purchase or shown directly how to use an application or product feature.
The announcement further builds on updates to the company's Cloud Contact Center as a Service (CCaaS) systems that were announced in March 2022, a month after the company changed its name from LogMeIn to GoTo. During this initial update, GoTo added a host of enhanced contact center options to make agents more productive, including advanced analytics, time-saving features, and additional remote support capabilities.
The key to ensuring the success of a cloud contact center solution is making it as easy as possible for agents to help customers, GoTo CEO Paddy Srinivasan said in a press release.
He added that after hearing from customers that there was a breach in the agent-client relationship, the company felt "uniquely positioned" to integrate its co-browsing technology into its CCaaS offerings to better assist with form filling, troubleshooting and problem resolution. . .
"Co-browsing has long been a feature GoTo offers 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," Srinivasan said.
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