Item: GoTo Connect
Rating: 1
Author: Tammy Smith

Use Cases and Deployment Scope

We've had multiple problems with GOTO. Every day we have customers put on hold in the system because we are unable to answer the call. Error messages appear on virtually every call that comes in . We have remote users and each and everyone is experiencing the same problems. We have not gotten out of onboarding which was started in January and still as of March 15 am not out of onboarding. I have filed a complaint with the attorney generals office and am awaiting an answer. I want out of the contract and they won't let us out. Their system does not function properly from my experience. We have videos and pictures of all the errors that are happening and still they can't fix it and they won't let us out of the contract. Horrible service.

Pros and Cons

Customer service people are very kind and considerate

Finding solutions to the actual problems.
Promises made of functions that don't exist I feel.
Calls unabled to be answered.
Error messages appear when trying to answer calls.
Calls hang up as soon as they reach your desktop.
So many more issues to list.

Return on Investment

Losing money due to their system
Lost revenue due to refunds to customers not being able to get to us
Lost customers due to them not being able to reach us
Hours and hours lost of supervisor and managers time trouble shooting.

Ease of Deployment

We are still in onboarding. We have not been able to get thru the issues we are having and they have not provided any solutions.

Call Quality

Can't reach out customers. Customers can't reach us. I don't even use the system and I am having to provide my own cell phone to customers to call me as the system will not ring into my computer. Calls immediately disconnect when I try to answer.

Usability

When you can't make calls on the system because the quality is so poor. Or you can't answer you phone because it just hangs up when you answer, there is NO usability from my experience.

Products Replaced

Yes - Worst service ever I feel! I would take back the other company immediately should be get out of this agreement.

Key Insights

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

Are you happy with GoTo Connect's feature set?

Did GoTo Connect live up to sales and marketing promises?

Did implementation of GoTo Connect go as expected?

Would you buy GoTo Connect again?

Likelihood to Recommend

They should not be in the VOIP business in my opinion. I believe they cannot find solutions or will not find solutions to problems we are having. Trying to point back to our agents or our internet. We had had a VOIP system prior to swapping to them and it worked much better than GOTO. It had it's problems, but I'd take them back right now if I could get out of GoTo Connect's agreement.

Promises unkept - Services unrendered

Overall Satisfaction with GoTo Connect