Item: GoTo Connect
Rating: 10
Author: Elise Perry

Use Cases and Deployment Scope

GoTo Connect is used as our main phone system. Currently, there is only one user, but as the world opens back from the pandemic I recognize many problems that could occur in this business model that GOTO is already taking care of. As the CEO I travel often and I love having the app to make me mobile. I love that there are systems in place that direct customers so before I even take a call I have an idea what it's in regard to. The texting ability had been great and the cost savings of having a business system that does phone, fax, texting, is mobile, and is a fraction of having a separate mobile phone is priceless

Pros and Cons

Customer Service
Training
Product reliability
competitive pricing

Texting functionality many times it continues to re populate texts

Return on Investment

Cost Savings
Negative is that it is more than needed as far as technology
takes time to learn

Implementation Rating

Take the time to learn the system and put everything in place. I did what needed to be done at the time to function and only implemented what was necessary. The tech support though is top-notch

All in One Platform

As we grow this will be a much better experience as it will be used more. At this time we are only using the phone system mainly which makes it difficult to speak about the other components of the system

Alternatives Considered

Products are not coming up on the list. In the past, I have used RingCentral which has horrible customer service. The contract managers did not know their products or their customers and the product itself had taken a turn and were no longer a great product. We also use ZOOM which we continue to use with customers because they are more familiar and comfortable with that platform for virtual meetings

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?

Yes

Likelihood to Recommend

The customer service team is top-notch. I am aware I do not use my systems to their fullest capacity and I don't change things often. As the team is growing that will be changing. I am not tech-savvy and each time I have needed assistance I have gotten above and beyond. Honestly, the system is probably more appropriate for a larger company. I put this in place with the expectation of growth, it isn't NEEDED at this time, but I love having a cost-effective system that I am able to run off of 1 device and remain professional

Users and Roles

1 - We are a travel company that supports sales, service and operations for all travel needs. This phone system was put in place to replace a system that was not working knowing that we did not have the people in place yet to use this system to its full capacity

Support Headcount Required

Business Processes Supported

Inbound phones for customer assistance
outbound for customers not to have access to personal phones
texting for customers not to have access to personal phones

I highly recommend in this case , Put the Cart before the Horse. - You can grow WITH this system

Overall Satisfaction with GoTo Connect