Business communications and IT support platform provider GoTo is launching new contact center features that give agents the ability to collaboratively and securely assist customers within their web browser.
The feature is Co-browse within the GoTo Contact Center, and it is designed to help agents be more efficient and help customers at small and medium-sized businesses get more effective help from a unified communications and support platform.
According to Paddy Srinivasan, chief executive officer of GoTo, this addresses a gap in the agent and customer relationship and brings the Co-browse technology into the company’s contact center-as-a-service offering to help 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,” Srinivanan says.
GoTo, formerly LogMeIn, bills Co-browse in GoTo Contact Center as an all-in-one unified solution to tool fatigue and context switching for both employees and customers. The company says security is built into the feature and leverages data masking, button blocking and encryption.
Users can activate the feature instantly on any browser and device while agents chat with customers through webchat, social media or SMS.
The company says the feature helps organizations consolidate their tech stack that helps businesses fully serve their customer from one place and one application. The feature is a result of feedback from SMBs, according to GoTo.
Co-browse is now available for all GoTo Contact Center customers.