As the number of applications needed to ensure that customer transactions are completed satisfactorily continues to escalate, contact centers are increasingly struggling to eliminate gaps, silos and delays that occur when agents continually need to move between applications. Overly complex and siloed tools can slow transactions down, leading to customer and agent frustration and increasing average handle time, which becomes costly for any customer-facing company. Customer relationship management (CRM) solutions, which are the beating heart of contact center and sales operations, wind up being underutilized because of complexity and poor integration.
Business communications and IT management company GoTo recently announced major updates to its integration offerings for GoTo Connect, increasing the number and depth of capabilities therein. These integrations allow for more seamless connections between GoTo Connect and customer relationship management (CRM) systems, delivering a better customer experience.
Relatedly, a recent Zendesk study found that more than 70% of customers are frustrated by having to repeat themselves to different representatives. GoTo Connect helps solve this problem by integrating popular tools and sharing customer information between them. This gives agents a complete view of the customer, from their CRM to their active conversation.
GoTo Connect now integrates with popular 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. With these integrations, GoTo Connect can simplify workflows, connect with customers better and make better use of AI-generated call summaries and transcriptions.
“Requiring teams to work across multiple systems and workflows is inconvenient, inefficient, and wastes valuable time that should be spent helping customers,” said Olga Lagunova, Chief Product and Technology Officer for GoTo. “With our new GoTo Connect integrations, we’re enhancing how businesses manage their customer relationships. By expanding the depth of our integrations with platforms like Salesforce, HubSpot, and many more, we’re ensuring that teams have everything they need to collaborate and succeed with their customers.”
Edited by
Alex Passett
