Next-Gen Omnichannel and AI Features for SMBs by GoTo

Vibrant cloud icon representing omnichannel and AI features.

Revolutionizing Communication: GoTo's New Features for SMBs

In an era where every second counts, GoTo has stepped up to the plate with a robust suite of over 100 innovative features designed specifically for small and midsize businesses (SMBs). Launched on May 6, 2025, these enhancements to the GoTo Connect platform combine omnichannel customer experiences with powerful artificial intelligence (AI) solutions and streamlined management. This integration is set to transform how companies communicate with their clients and within their teams.

Unifying Communication Platforms for Seamless Interaction

The latest upgrades highlight GoTo's commitment to simplifying the communication landscape for SMBs. By centralizing channels into a single intuitive platform, GoTo Connect allows users to manage all communication—from email to WhatsApp—without the need to toggle between multiple applications. As Damon Covey, General Manager of Unified Communications and Collaboration (UCC) at GoTo, puts it, this system reduces hassle, enabling businesses to focus on enhancing customer experiences and relationship-building.

AI-Powered Efficiency: Elevating Customer Experience

At the core of GoTo Connect's new features is AI-driven functionality designed to enhance performance. The platform includes capabilities for 24/7 call management and intelligent analysis of agent conversations. Such features can automatically identify key phrases and provide speaker insights, allowing teams to work more effectively and redirect their time towards strategic initiatives rather than operational minutia.

Empowering Businesses with Simple Management Tools

Another notable aspect of GoTo's advancements is the emphasis on user-friendly design in management tools. SMBs, many of which may not have extensive tech support, will find the platform's intuitive interface invaluable. With tools to edit audio clips, safeguard sensitive conversations, and manage SMS communications, GoTo Connect empowers businesses to maintain control of their communications without requiring tech expertise.

Responding to Diverse Customer Preferences

Understanding the diversity in customer preferences is key in today’s market. Not every customer prefers the same method of communication; some favor phone calls, while others lean toward texting or chatting. Robert Copeland, Director at GoTo, emphasizes that the upgraded platform allows businesses to meet customers where they are—across multiple communication channels—all from one hub. This adaptability is essential for businesses striving to provide superior customer service in a fast-moving digital landscape.

The Future of Customer-Centric Business Communication

As we step further into 2025, it’s clear that artificial intelligence and omnichannel communication will redefine business interactions. For SMBs, the ability to utilize sophisticated tools that integrate customer communications into one seamless platform is no longer just an option—it’s imperative for survival and growth. GoTo's latest features promise to bridge the gap between technological advancement and practical business needs, ensuring that companies remain competitive in an ever-evolving marketplace.

To explore how these innovations can be leveraged to enhance your organization's communication strategy, start a discussion with your teams about integrating AI solutions to drive efficiency and improve customer interactions today.