In 2003, Marton Anka founded LogMeIn, now known as GoTo, after feeling frustrated by the “downtime” he experienced while crossing a bridge between Buda and Pest in Budapest. He invented remote access to a server to log in from anywhere, leading to the creation of the company. Over time, GoTo expanded its offerings beyond remote access to include IT management, support, and business communications tools like GoTo Webinar and GoTo Meeting. The company now focuses on customer communication tools, phone systems, contact center platforms, and engagement tools like web chat, SMS communications, and social media.
Joseph Walsh, vice president of product marketing at GoTo, discussed the importance of aligning the entire company with the customer support department to provide a seamless experience for customers. He emphasized the need for fast access to subject matter experts in different departments, eliminating the need to call customers back and reducing the time it takes to answer questions. Walsh also outlined the four stages of contact centers, from initiating conversations to automating processes through modern technology and AI. Collaborating with experts and leveraging different communication channels helps enhance the customer experience.
Walsh highlighted the shift in perspective on customer service from being viewed as a cost center to being seen as a revenue generator. He emphasized the importance of understanding that evolved, digitally powered contact centers can drive repeat business and customer loyalty, ultimately leading to revenue growth. With the evolution of customer service through collaboration, digital transformation, and automation, companies can transform their customer service departments into growth engines that improve service, drive loyalty, and increase revenue.
In a competitive marketplace, exceptional customer experiences are crucial for companies to thrive. By adopting a customer-centric approach and leveraging digital technologies, companies can enhance customer service to drive growth and revenue. A digitally evolved contact center not only improves service but also fosters loyalty, increases revenue, and drives business growth. Embracing collaboration, digital transformation, and automation can help companies turn their customer service departments into strategic assets that fuel growth and success in the market.
