GoTo’s new contact centre solution is bringing enterprise contact centre tools to small and medium-sized businesses, Senior Product Marketing Manager Michael McCann has told UC Today.
McCann said that SMBs have historically been underserved by the customer experience space, typically being priced out of the market by expensive platforms.
To combat this, GoTo has created a purpose-built a contact center solution for SMBs that is feature rich, yet affordable as well as easy to deploy, manage and scale for those businesses with limited IT resources
“Typically, the tools available to SMBs have been quite limited,” McCann said. “Most contact centres have been designed and priced for larger enterprises.
“We surveyed a lot of small businesses, including our customers, and found that two-thirds didn’t feel there was a contact centre out there that suited their needs.
“So, it’s no surprise that 70 percent of SMBs are just using their basic phone system or they’re not comfortable using voice, so they’re offering digital-only channels.”
McCann said that the contact centre launch from GoTo is built on the realisation that all businesses, regardless of size, need better ways to engage with their customers.
The notion that SMBs have been underserved when it comes to contact centre tech has only been exacerbated by both the pandemic and rising customer expectations.
GoTo’s offering is designed to be simple to manage and deploy, and houses multiple channels including voice, video, SMS, social and web chat.
Another crucial component of the platform is analytics, allowing SMBs to see how effective their agents are operating.
“One of the biggest pain points for SMBs is lack of transparency,” McCann said.
