GoTo adds co-browsing functionality to its contact center offering

GoTo has launched a new co-browse capability within its contact center, giving agents the ability to help their customers securely in their web browser and provide more efficient help via a communication and single support.

Most often used in customer service scenarios to improve conversions and online experiences, by having co-browsing software in place, agents and customers can collaboratively “browse” a website, web application or a real-time mobile application.

As businesses massively seek to consolidate their technology stack, by enabling co-browsing from within the GoTo app, customers will have a solution that allows them to fully serve their customers in one place, GoTo said in a press note.

Customers will also benefit from the all-in-one unified experience that co-browsing provides, 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 safe co-browsing experience.

Co-browse capability can be enabled on any browser and device while agents chat with customers via web chat, social media or text, meaning customers can physically view application forms online, be guided through their online purchase or directly shown 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 have been announced in March 2022, a month after the company switched 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 remote support capabilities additional.

The key to ensuring the success of a cloud contact center solution is to make it as easy as possible for agents to help customers, said Paddy Srinivasan, CEO of GoTo in a press note.

He added that after hearing from customers that there was a gap in the agent-customer relationship, the company felt “in a unique position” to integrate its co-browsing technology into its offers CCaaS to better assist with form filling, troubleshooting and problem solving. .

“Co-browsing has long been a feature offered by GoTo in our remote support solutions, and this launch is another way for us to continue to integrate the best of our technology into a single solution, allowing customers to eliminate the need for multiple tools,” Srinivasan said.

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