Item: GoTo Resolve
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

Need it to remotely support clientele who have difficulties with system processes.

Pros and Cons

Instant support
Straightforward interface
Minimal setup

Screen flickering when not actively controlling user screen (MAJOR ISSUE)
Inability to set user mouse inactive
Recordings take an extremely long time to process regardless of session length, dl is fine

Return on Investment

Improved time to resolution
Agent productivity

Usability

Interface itself is clean and easy to navigate.

All in One Platform

Strictly use for remote access, allows us to see the issue as opposed to assuming what it is based off client info.

Alternatives Considered

I didn't, the migration to GoToResolve is necessary. GoToAssist just feels more stable and intuitive, also like the ability to launch from the task tray and no screen distortion.

Key Insights

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

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?

In my experience, when needing to assist a single customer, it works well. When needing to assist more than one, not so much. The screen flickering is also a major reason why I'm continuing to use GoToAssist.

GoToResolve has potential, needs some finer tuning before consideration of purchase

Overall Satisfaction with GoTo Resolve