MetriNote – GoTo Adds SMS, Social, Webchat Support

Author: Beth Schultz, Vice President of Research and Principal Analyst

Feb. 6, 2023 – GoTo has broadened its communications portfolio with a new multichannel solution, called GoTo Customer Engagement, that allows businesses using its GoTo Connect phone system to add SMS, social media, and webchat channels into their support mix. Customer communications from these channels, including responses to outbound SMS campaigns, all feed into a shared inbox for team access and response. In addition, GoTo Customer Engagement enables businesses to collect feedback and track results via custom surveys. This offering is initially available to GoTo Connect customers in North America.