Great phone service for a great price
Updated November 30, 2022

Great phone service for a great price

Robin Stearn | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Connect

GoTo Connect is the phone system for both offices where I work. This is the main way we connect with clients.
  • Very good customer service
  • Excellent quality sound on the phones
  • Good instructions in help center for self guided service
  • The interface online is not always intuitive and it can be difficult to find information.
  • A filter for spam faxes would be excellent. Far too many junk faxes come through.
  • Please make sure all customer service reps are aware of the same information. The service is great, but I had an experience when I had full access to speak with customer service about our account, but the rep did not seem to know that, and I had to call and speak to a second rep.
  • Phone service is much less expensive than the previous service used and the quality is as good or better.
  • We now have the ability to work from anywhere, and still have access to the office phone line.
Work with customer service. They are patient and stay with you until everything is in working order. Great teamwork and excellent availability. It did not take long, and when we had to follow up questions, it was just as easy to access help very quickly.
Sorry, but we are small and only use the phone system. We use a virtual meeting service from a provider who specializes in medical and mental health services.
Since LogMeIn Pro In is part of GoTo Connect now, it does make things a little simpler for us when we work from home. Our director looked into other systems for remote access to our computers, but LogMeIn Pro was more cost-effective for this small business.

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?


The phone service absolutely meets our needs in the office and remotely, at a cost that works well for small businesses. We have had no problem with service outages at all. The app is very convenient for when we have to work remotely, as we are still able to get calls and make calls that show as being from our offices.

GoTo Connect Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Call reports
Directory of employee names
Answering rules
Call recording
Not Rated
Call park
Not Rated
Call screening
Message alerts
Video conferencing
Not Rated
Audio conferencing
Not Rated
Video screen sharing
Not Rated
Instant messaging
Not Rated
Mobile app for iOS
Mobile app for Android
Not Rated

Using GoTo Connect

3 - Two evaluators and one administrator. This covers intake, customer service, billing, client services, scoring, report writing, and feedback sessions. This practice provides psychoeducational evaluations for children, teens and adults.
1 - In most cases, anyone who can use a computer can manage Go To, but they may need assistance from Go To's technical support. It is not all that hard to follow, especially working with a technician.
  • Price
  • Prior Experience with the Product
Reliability and cost were the key factors. I use Go To at my other office, as well. It has been very reliable, and the cost was far less than traditional phone service.
  • This is the sole phone service for this practice, and it is how clients communicate with us
  • The app is valuable for times when one of us works off site and needs to reach a client
  • We only use the phone service and fax service
  • I really do not know. We only use the phone, fax and app services. We use a HIPAA compliant system for virtual meetings and have no use for chat.
We are able to communicate with clients from anywhere without having to use our personal phones.
The service works well. We feel no need for change.
I really do not know. We have what we need. This is a small practice and the needs are not terribly technical.

Evaluating GoTo Connect and Competitors

We called more than one company and wanted something very user friendly. We found what was needed.

GoTo Connect Implementation

Change management was minimal - The change was made when our office moved. There was no issue.

GoTo Connect Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
My experience with support, in two different offices has been very good. I only had one issue when the support person decided I was not eligible to receive support from Go To, but my Director was. When I called a second time, the service rep clearly saw that my name is listed to get support and handle the account management. Otherwise, the reps have been excellent.
No. It has not been needed.
Yes. There was a time when the phone system and the internet provider were not working well together. and the tech support reps patiently worked with me numerous times, along with the internet service providers via multiple conference calls, until the issues were corrected. The fact that they stayed with me, even over a weekend for part of the time, was above and beyond service.

Using GoTo Connect

I can only speak for the phone service. It gives us what we need.
Like to use
Easy to use
Feel confident using
Yes - Yes, and we use the app often. It helps us a great deal when we are working out of the office and still need to be in contact with clients.
  • Using the phone and the app are simple.
  • It takes a little getting used to to send a fax. We also get too many junk faxes.
  • There is a learning curve when setting up a new user to the system, but it's not all that hard.