GoTo Enhances Customer Experience with New AI-Powered Integrations Between GoTo Connect and Leading CRM Solutions

On October 22, 2024, GoTo, a leader in simplifying business communications, IT management, and support, announced significant updates to its integration offerings for GoTo Connect, enhancing both the number and depth of its capabilities. These integrations facilitate seamless connections between GoTo Connect and various customer relationship management (CRM) systems, thereby improving the overall customer experience.

Many businesses face challenges with siloed tools, which can lead to inefficient customer service. A recent study by Zendesk revealed that over 70% of customers are frustrated by the need to repeat information to different representatives. GoTo Connect addresses this issue by integrating widely used tools and sharing customer data, providing agents with a comprehensive view of customer interactions from their CRM to ongoing conversations.

GoTo Connect now integrates with a range of leading CRM and support systems, including Bullhorn, Capsule CRM, ConnectWise, Epic CRM, Freshdesk, Freshsales, HubSpot, LaborEdge, MS Dynamics, NetSuite, Pipedrive, Salesforce, ServiceNow, SugarCRM, VinSolutions, Zendesk, Zoho, and Zoho Desk. These integrations enable businesses to:

• Simplify Workflows: Automatically store call and messaging details in the CRM, creating a comprehensive history of customer interactions that allows teams to resolve issues more efficiently.
• Enhance Customer Engagement: Quickly access customer information during conversations, with integrated views of customer profiles and call interactions within GoTo Connect.
• Leverage AI: Automatically capture and store AI-generated call summaries and transcriptions directly in customer records, saving time and enhancing productivity.

Also Read: Optimove Launches OptiPromo

Olga Lagunova, Chief Product and Technology Officer at GoTo, stated, “Requiring teams to navigate multiple systems and workflows is inefficient and detracts from valuable customer support time. With our new GoTo Connect integrations, we’re transforming how businesses manage their customer relationships. By expanding our integrations with platforms like Salesforce and HubSpot, we ensure that teams have the resources they need to collaborate effectively. Our advanced AI features, including call summaries and recordings integrated into CRMs, empower teams to work smarter and more efficiently using their preferred business tools within GoTo Connect.”