GoTo Connect Review
Updated September 22, 2022
GoTo Connect Review
Executive in OtherVeterinary Company, 11-50 employees
Score 10 out of 10
Overall Satisfaction with GoTo Connect
We have been using GoTo Connect since it was Jive and our use of GoTo for our VOIP needs has grown with the product. As a high-volume practice, we receive thousands of phone calls every week which results in hundreds of missed calls. With GoTo, we were able to develop a better dial plan for getting calls into the right lane from the moment they come in, while also allowing us to receive every call in real-time as opposed to callers getting a busy signal. We have utilized call queues to keep our callers on the line which has resulted in a reduction n0of the number of missed calls needing to be returned every week. Instead of hundreds per day, it's down to a hundred a week. The number of callers that hang up and call back multiple times in a row has been nearly eliminated. We use the Call Center application to determine our highest call volume times of day, how long our agents are on a call, and how long callers are waiting, all information that informs our decisions for staffing and hiring. We have a mix of users using the softphone application as well as physical phones, and even the app.
- great customer service - always friendly and helpful
- easy to use - self taught most of what I have learned to use GoTo Connect
- tech support is always quick to help and get issues resolved as fast as possible
- I don't really have any complaints and the features being added only enhance what we are currently using GoTo Connect
- GoTo Connect has improved our ability to answer calls in real-time and reduced missed calls and voicemail
we have only recently begun to use the messaging feature in GoTo but it has been really nice to be able to reply and send texts that still appear to come from the organization. Our clients have been asking us to text them information for years and now to be able to do so is great.
I was not involved with the deployment and implementation when originally purchased. I have been involved with every upgrade since and would rate that experience as a 10. Everything we've done since the initial deployment, such as adding a contact center was easy and done on time with friendly and knowledgeable people.
Call quality is very good, have had very little issue with this. The only issue we have had was unrelated to the GoTo service and was more about the relay between our server and the Wi-Fi.
When I demoed weave it did not have the ability to have call queues the way GoTo does and those queues are integral to the way we operate.
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?
For our high-volume clinic, GoTo Connect has been an exceptional reason why we are able to handle our call volume more efficiently and quickly than before. I have yet to experience a time when GoTo Connect was not able to help us with a situation we were trying to resolve when it comes to our phones.
GoTo Connect Feature Ratings
Multi-level Interactive Voice Response (IVR)
Directory of employee names
Video screen sharing
Mobile app for iOS
Using GoTo Connect
- Product Features
- Product Usability
I was not involved with the initial purchase of GoTo but we stay with them for the usability, features, and price of the product. However, as a non-profit, price is always a big factor for us. We also are always looking at something to see if it is easy to use and has features that will make us more efficient and has reporting to help us make decisions.
I use GoTo Connect as both a user and an administrator and find both the front-end and back-end portions of the software easy to use with little IT experience. Setup is a breeze and I am able to create unique users to associate with my devices. The reporting provided within Contact Center is easy to understand. Everything is very straightforward to use and support is always easy to deal with.
- call queues: we are a very heavy call volume organization
- dial plan: easy to custom design to best suit our needs
- reporting: able to use reports to see when heaviest call volume is, see who is answering the quickest, and other data to make better decisions when deploying staff
- The use of the Contact center within GoTo really changed the way our admin team answers calls. We are able to make better use of not only our teams time, but our callers as well
The most tangible impact GoTo has had in our organization is within the Contact Center and the use of call queues in our dial plan. It was not unusual for us to have upwards of a thousand calls a week coming into our locations, and a lot of those were callers hanging up and calling again, and hanging up and calling again, and hanging up and calling AGAIN because we didn't answer the phone due to being on the line with another customer. When we deployed call queues into our dial plan, we saw a dramatic decrease in the number of incoming calls every day, and the number of missed calls leaving a voicemail that needed to be returned. We were able to help the customer on their first call because they stayed on the line until we had an agent ready for them. Using the contact center we can manage agents logged into the queues, as well as see who has the quickest answer times, and when calls are the heaviest so we can better deploy our staff.
We have been GoTo users for six years now and unless the program has some sort of severe decline in use, we won't change to anything else. I recommend GoTo any chance I get to people looking into VOIP options for their business.
I have never used any competitor products but I have demoed a few and the thing that kept us from even considering making a change was that they did not have the capabilities to have call queues as GoTo can. Those queues are huge to our business and are key to the way we are able to assist our clients.
GoTo Connect Support
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support cares about my success
Quick Initial Response
Phone support has always been helpful, quick and efficient in helping me resolve issues I have had with phone system including setting up phones so that now I am able to do it myself with ease. They have been able to answer any questions I have thrown their way and provide remote support if needed.
We did not purchase premium support but feel that we get premium service regardless of that.
The first time I added new phones to our system I thought I had followed all of the steps for setup but could not figure out why the phones were showing as not connected to our system. One call to support and they were able to quickly diagnose that there was step not described online in the admin portal for the phone itself that needed to be done. It was a simple fix that they were able to remote in and show me and now I can add new phones to the system quickly.