Just a regular guy who uses GoTo Resolve for tech support.
September 12, 2022

Just a regular guy who uses GoTo Resolve for tech support.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Resolve

We use it to remotely troubleshoot and configure audio systems for large corporations, education, and many other industries. Often av integrators get into a bind and need highly specific help to asses what the issue is. Especially with how our products are reliant on networking skills, being able to see and control a client's PC to be able to make informed decisions is crucial.

Pros

  • Easily connect to a remote PC for troubleshooting.
  • Provide basic information on users PC.
  • Ability to setup unattended access to a remote PC.

Cons

  • UX could use a bit of work to feel more professional.
  • File sharing back and forth is not currently working for me.
  • Ability to add another remote agent to view as well.
  • Shortens call times because being able to directly control what's happening speeds up the process.
  • Having recorded records of what's happening is helpful to revisit issues if escalation needs to happen.
Having recently switched over from GoToAssist, the interface seems mostly congruent with the older software. There is still a bit of a learning curve to figure out what's what. There's not a lot to have to figure out, and the main function is to simply manipulate someone else's machine. This does that just fine, so anything that may be an issue might just be for someone who needs more out of this than I do.
Again, this software allows us to mostly help remote participants figure out issues they are having with our equipment. This has allowed us, as associates, to not only more easily and effectively help out our customers but also allow us to work more effectively being remote from our own office. Having the ability to remote into our test bench to verify and vet out designs is crucial to success.
As a software platform, it's nice to have this dedicated tool to know that the job will get done.

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

Not sure

Are you happy with GoTo Resolve's feature set?

Yes

Did GoTo Resolve live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of GoTo Resolve go as expected?

Yes

Would you buy GoTo Resolve again?

Yes

GoToResolve works very well, provided the end user's organization allow this type of connection is allowed. It is our main method of remotely assisting others with their problems or walking them through complex workflows.

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