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So Many Options for Remote Desktop Support - Is GoTo Resolve Worth the Investment?
October 11, 2022

So Many Options for Remote Desktop Support - Is GoTo Resolve Worth the Investment?

Damion Clark | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Resolve

My use of GoTo Resolve is a bit atypical for a sales rep, but I use it quite regularly to ensure my customers are happy and well-taken care of. Whenever it is not possible to drive to their location to assist with a technical issue with printing or scanning to/from their Ricoh multi-function printer, I am able to very quickly resolve their issue using GoTo Resolve. Within minutes I can pinpoint the issue with their print driver, or their scan to email or scan to folder settings and get them back up and running. This puts me in a very unique position to be more than just a sales rep to my customers. Within minutes I've resolved their issue, establishing myself as a trusted partner for their company, and can get back to selling new accounts.
  • Quick access to customer's computers for swift problem resolution.
  • Ability to do a cellphone screen share so i can see what my customer is talking about regardless of if I have an Android phone and they have an iPhone.
  • Keeps me productive and save gas by putting tools in my hand to resolve issues without having to drive to a customer's business.
  • Helps me grow my sales by being more than just a sales rep to my customers.
  • Connecting to Apple computers remains challenging (but this is more to do with Mac security protocols and the way permissions need to be granted for remote control).
  • Easily a money saver. I rarely need to go to customer location. GoTo Resolve is easy to use, and I love that it lets me request full access up front. Some other free remote support apps require more steps to have full control at the start.
  • I think I've increased my sales numbers after acquiring GoTo Resolve because I am spending less time driving to a customer site to fix something that I could accomplish over a remote support session.
It doesn't get much easier. For connections to PC's it walks you through the steps and even lets you know what to ask the customer to click on next.
I think the perception of Ricoh as a company has been improved since I started using GoTo Resolve. That I know of, none of my competition (Xerox or Toshiba sales reps) have these capabilities at their fingertips as I do with GoTo Resolve. This puts me in a unique position to be the dominant office equipment vendor in my area.
You definitely get what you pay for. I'm very pleased with GoTo Resolve. It is easy to use, and lets me do exactly what I need to do. Because of it, I have more time in my day to focus on customer billing issues, and more time for selling activities.

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

Yes

Are you happy with GoTo Resolve's feature set?

Yes

Did GoTo Resolve live up to sales and marketing promises?

Yes

Did implementation of GoTo Resolve go as expected?

Yes

Would you buy GoTo Resolve again?

Yes

For connecting to a PC, GoTo Resolve is fabulous and very easy. Once connected to the remote computer, I can control their screen almost as responsively as if I was sitting at their desk in person. When it comes to connecting to a Mac, it takes a bit more work to get their Mac to grant me control access, but it still is faster than me driving to their location.