Item: GoTo Connect
Rating: 6
Author: Andy Gross

Use Cases and Deployment Scope

GoToConnect is the VOIP system I use at my firm. We use the mobile phone-based app for telephone and text messages to clients. I also use the desktop-based app to text and call clients. It also integrates with the case management software fairly easily, allowing us to log calls and text messages to and from clients. We also use the email-to-fax feature.

Pros and Cons

Logging calls to clients using the interface with the case management software.
Phone calls.
Text messaging.

The computer/phone apps are not easy to navigate.
Email to fax is clunky and a web-based portal would be better.
Customer support.
Syncing of contacts with other software.

Return on Investment

Very affordable compared to other phone systems.
Connecting to case management system was simple.
Allows us to log more calls efficiently.

Ease of Deployment

Customer support was clunky. The software itself was not difficult, but communicating with support was not at all straightforward. The support used some kind of third-party platform, and although I had a dedicated support person, I'm not sure I ever actually spoke to them or that they ever actually responded to my emails.

Call Quality

It's usually pretty good, but I have had some calls drop from time to time. I am not sure if that's an issue with my network or otherwise, but I would say it's probably comparable to other VOIP providers. [In my opinion,] the main issue is with the app and syncing contacts, which [in my experience] it does not do consistently.

Usability

[In my opinion] the app (both iOS and desktop) is clunky and the user interface is not intuitive. It could be a lot simpler and straightforward. The contacts also do not sync consistently. Also, it would be nice to be able to fax from the desktop app instead of using an email to fax interface.

Products Replaced

Key Insights

Do you think GoTo Connect delivers good value for the price?

Yes

Are you happy with GoTo Connect's feature set?

Yes

Did GoTo Connect live up to sales and marketing promises?

Yes

Did implementation of GoTo Connect go as expected?

Yes

Would you buy GoTo Connect again?

Likelihood to Recommend

If you use a case management system with an API, like Clio, the integration is fairly robust and allows for easy logging of calls. If you are doing a high volume of faxing, the email-based fax system and lack of a web portal can be a bit overwhelming, because all of the faxes get dumped into an email with the rest of the emails.

Decent product at a decent price, but not the best usability.

Overall Satisfaction with GoToConnect (formerly Jive)