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.

brad kercher | TrustRadius Reviewer
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
So this is hard to answer for me. We implemented it with Jive before GoTo Connect bought it. So there were some struggles. We also brought our own hardware from our previous provider, so there were some struggles setting that up remotely. But at the end of the day, it was all done and taken care of. I am guessing GoTo Connect has fixed these issues. A friend of mine has since joined the GoTo Connect customer base and they had no issues setting up.
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?


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?


I like the flexibility and not having to call someone to change the system. It's easily managed by yourself. You can add or remove options in the virtual assistant and easily direct calls however you want. It's nice to be able to be flexible if employees have to work remotely, the phone can go home with them and is easily connected. Or just running the phone off the desktop app or mobile app. Voicemails are emailed to you and the same with virtual fax, it's all done via email and is super convenient. If you're looking for a basic 1 line system, this is probably not the right fit, there are cheaper and easier options... We started with OOMA but outgrew it. I just like the fact you can grow or shrink the platform to whatever you need.

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
Call park
Call screening
Not Rated
Message alerts
Video conferencing
Audio conferencing
Video screen sharing
Instant messaging
Not Rated
Mobile app for iOS
Mobile app for Android

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.
Amazing product with excellent customer service and quality. GoTo has saved us money and increased our sales. I would and will recommend them to everyone
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

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

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

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
Support has been fantastic. They were there during the entire setup process and have helped me fix a couple of user error issues. Very helpful. Very friendly and knowledgeable.
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

So user friendly, one app on your computer, phone or tablet with capabilities of desktop phones also. Very easy for moth internal and external use. We love the flexibility and features, all easy to use.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
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