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GoTo Connect offers basic services for smaller users
Updated December 11, 2023

GoTo Connect offers basic services for smaller users

Stu Lipkin | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Connect

We needed to update and modernize our exiting phone system which was antiquated and didn't provide any modern functions. We needed a system that worked for a staff that was more dispersed and not at their desks much of the time.
  • Web based administration
  • Apps for the entire ecosystem
  • Easy to use, drag and drop setup for creating functional call trees
  • Functionality is not updated on a rapid pace
  • Apps have annoying quirks that aren't addressed and make them annoying to use
  • Onboarding help is limited and not useful
  • They are pushing integration with other software they have bought rather than fixing issues
  • They are trying to create an all-in-one app, but they are doing this by purchasing other apps and trying to integrate them rather than building it them themselves. This leads to a less than ideal experience.
  • The admin experience is easy
  • We can onboard new users fairly quickly
We were very happy with the implementation but that was done with an outside vendor who we have a great relationship with. They were efficient and worked well with GoTo Connect to make sure everything went smoothly. However, I was very disappointed that GoTo Connect provided no onboarding material that we could use. We had to build an entire set of instructions on our own. They provided no templates or basic information that would be useful to give to our users. I expected tp have some basic information that we might have to tailor for our users - but to have to build everything from scratch was an excessive burden and waste time.
No it hasn't. We really wanted to the phone system and access to GoTo Meeting was a huge plus. However, people really find the GoTo Meeting experience frustrating and not as easy to use as zoom, so those personal GoTo Meeting accounts get very little use if any. We have really not used most of the tools included in the system other than basic phone service as we have found other 3rd party tools more useful and efficient for day-to-day useage.
I find both of these options more modern and easier to use. These options also integrate more easily into our urrent workflow and provide more timely updates. These options feel like they are focused on being able to integrate into smaller organizations an not as focused on call centers or other sales oriented organizations.

Do you think GoTo Connect delivers good value for the price?

Not sure

Are you happy with GoTo Connect's feature set?

No

Did GoTo Connect live up to sales and marketing promises?

No

Did implementation of GoTo Connect go as expected?

Yes

Would you buy GoTo Connect again?

No

We are a simple organization and if you need to modernize an old phone system and need something fairly simple this will definitely work. However, much of the functionality seems to be geared towards bigger organizations with call center functionality. While the application has been better than what we had, there has been frustration form users over little things that seem to be missing for the individual user while many of the updates seem to focus on things useful for bigger organizations. One of the issues I have is that GOTO doesn't seem to to address some of the simple needs. They seemed focused on expanding the software rather than fixing some simple, outstanding issues that impact quality of life and make it frustrating for users. That makes it harder to recommend.

GoTo Connect Feature Ratings

7.5
Hosted PBX
7
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Not Rated
Directory of employee names
8
8.0
Answering rules
8
Call recording
Not Rated
Call park
Not Rated
Call screening
Not Rated
Message alerts
Not Rated
5.0
Video conferencing
5
Audio conferencing
5
Video screen sharing
Not Rated
Instant messaging
Not Rated
3.0
Mobile app for iOS
3
Mobile app for Android
3

Using GoTo Connect

50 - IT Operations, Development, Technical Services, Research, Communications, Other.
1 - The skills required are not significant. Some basic IT skills are likely enough to get the basics done. It doesn't require a high level of skills, but understanding a little networking will certainly help. Being able to take time to read the instructions and help will go a long way. Otherwise most of the skills required are basic IT skills and training skills.
  • Ease of Use
  • Other
The single biggest factor was a recommendation from the organization that helps provide us with some networking support. They use it for themselves and are very familiar with it. Based on their recommendation we went with it. However, after using it for several years I don't think it is really geared towards simple organization with limited needs but rather towards call centers and sales departments.
  • basic calls
  • message taking
  • sms abilities
  • N/A
  • We are using for everything we need
The software has allowed us to setup some dial plans that streamline where calls go. These plans have also allowed us to route calls to additional people or, when necessary, setup quick and easy help lines and spread the calls amongst staff. As people come and go it has been easy to integrate new people into the call
While the software has been useful, we feel that we can find ways to reduce the cost. We don't use most of the functions and while the costs aren't outrageous there are other options that we can explore to reduce this cost. Additionally, we want to find something that is geared to smaller organizations.
I honestly haven't seen any differentiation. They have the basic functions that everyone has. There really isn't anything that I have found that is unique. They might have some function that is a differentiator, but as a small organization we haven't found anything that jumps out at us. Our simple needs are met by inbound and outbound calling.

Evaluating GoTo Connect and Competitors

I would look at other competitors such as Zoom and Microsoft. We found that people really don't like goto meeting as a conferencing solution. They would much rather use zoom or teams. They are easier to use and integrate better with the software that they already use. Additionally, goto's interface can be clunky and unintutitve.

GoTo Connect Support

ProsCons
None
Poor followup
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
I haven't been impressed by support. On the few occasions that I have contacted them, as a small customer, they haven't really seemed to care. My suggestions seem to go into a black hole and are never taken seriously. We don't have 1000s of licenses so I don't think they care. My experience has been that emails aren't really answered and no one really wants to look into the issues.
Nope. It was just too expensive for a small organization. Plus, I shouldn't have to have premium support to get my issues addressed or get a timely answer.

Using GoTo Connect

It's fine. The interfaces are generally easy, but a little clunky. They don't see to be well thought out. They are trying to integrate too much and others have done it better. Especially since they have purchased their software and tried to stick it all together rather than building it organically from the ground up. My staff really dislike goto meeting over other options.
ProsCons
None
Do not like to use
Unnecessarily complex
Not well integrated
Inconsistent
Cumbersome
Yes - The best that I can say is that it works. I have many issues with it. It is not a great interface. I can get what I need done, but, it's not the type of thing I really want to use. I prefer not to use it if I don't have to.
  • answering a call
  • creating and editing a dial plan
  • nothing else jumps out
  • adding other users into a call
  • transferring calls
  • integrating with addressbooks

Upgrading GoTo Connect