My Honest Experience with GoTo Connect (Formerly LogMeIn and Jive)..... The real uncut version.
Updated November 25, 2022
My Honest Experience with GoTo Connect (Formerly LogMeIn and Jive)..... The real uncut version.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with GoTo Connect
We started with Jive, and as it transitioned to GoTo Connect, then GoTo Connect we stuck with it. We use this primarily as our main phone system. All incoming calls are routed through the virtual assistant and then into the phone map. I currently have 2 locations where we use the physical desk phones and then multiple users using the phone app. We have 7 physical phones currently. When we started with Jive, we had 2 divisions within the company. A landscape division and a power washing division. We have since sold off the power washing to focus on the landscaping. We have a small office so being able to clearly and easily route the calls with the virtual assistant is a huge plus. During COVID it was easy to have our office staff work remotely as the VOIP phones are easily plugged into any internet source.
- Ability to route calls, even complex multi-layer virtual assistance
- Reliability is HUGE - very minimal downtime
- Ease of setup and use
- Plug and Play anywhere!
- The app has sometimes been glitchy at least on our droids/iphones
- updating older phone software to be compatible with newer features
- The ability for multiple users access and respond to the texts
- We have saved hundreds each month from local communication companies
- Minimal downtime has been HUGE for us.
- The ease and ability to adjust or route things differently has saved us time
It has been good. I overall am happy with our service. We use the GoTo Meetings internally but have had better luck using Zoom for external meetings or interviews, etc..... Our computers have the full software so it's easy. We have had trouble with people being able to load the quick software or just the meeting software, so we have stuck with Zoom for this. Also, Zoom is more well-known and focuses on just being a quick and easy meeting software.
- Ooma Office and Spectrum Business (part of Charter Communications)
Ooma Office for us had lots of downtime and issues. We also outgrew it pretty quickly. At the time they had a maximum of 10 extensions or groups. Since then they have updated the number of users but still have reliability issues. Spectrum Business Voice was super expensive and they did not have the ability to easily adjust the system or easily adjust the virtual assistant. They also insisted that all the phones had to work only on spectrum business service. So you couldn't send an employee home with a phone to be remote.
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
GoTo Connect Feature Ratings
Using GoTo Connect
7 - All of our teams use different versions of the software. Customer service, management, field techs. Customer service is our second tier after the virtual assistant, they use desktop phones. They field daily calls and Route them to the appropriate teams or managers. Field techs strictly use the apps as a “soft phone”. Managers use both desktop and apps depending on location. all seem to work seamlessly as long as you have good service for the remote users.
1 - We have 1 support tech for all of our IT needs. He is not full time IT, mainly does day to day operations. The IT needs for GoTo is so minimal. Very basic knowledge is all that’s needed.
- Price
- Product Features
- Product Usability
- Product Reputation
We used to be with Ooma. But out grew their system that was available at that time. GoTo was actually cheaper and had better flexibility for our needs so that was the initial deciding factor. Once we made the decision we found the flexibility and features were far superior to what we had before. Everyone claims to be reliable. We had issues before so my hopes were not high, but GoTo has been awesome. On the rare occasion there was down time it was very minimal and they were very transparent and sent many updates.
- Incoming leads
- Customer service calls
- Customer notifications.
- Virtual meetings
- Multiple location expansions
GoTo has streamlined our process for customers service. Being able to transfer calls and messages across a single platform between all levels of service and field staff is second to none. Being able to have crews use existing phones in the field with an app has saved us money and saved employees having to have 2 phones.
Their features, their reliability and their customer service sets them apart in our experience.
Evaluating GoTo Connect and Competitors
I wouldn’t waste time looking at some of the other companies we looked at. GoTo has met and exceeded what we needed.
GoTo Connect Implementation
- Implemented in-house
Change management was minimal - It was easy to learn and setup there was no down time.
- 1 phone had issues getting reprogrammed. (6 were fine)
GoTo Connect Training
- No Training
Yes. Minimal training is needed with an experienced phone system user. Obviously taking someone who has never used a system before would take significantly more training.
GoTo Connect Support
| Pros | Cons |
|---|---|
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 | None |
No. I haven’t needed that level of support.
During our transition from Ooma to GoTo (formerly jive, then logMeIn). They were there every step of the way. The made the effort to work around our schedule and reprogrammed all of our phones remotely during after business hours so we had no down time during our day to day operations.
Using GoTo Connect
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
Yes - 98% of the time it works perfectly. The issues seem to arise if you don’t have good cell service but ultimately that’s not at the fault of GoTo.
- Setup
- Call routing
- Mobile app
- None