Item: GoTo Resolve
Rating: 10
Author: Shelby Pettig

Use Cases and Deployment Scope

We use GoTo Resolve for customer issues that we believe we can resolve by remoting into their device without dispatching a technician to their home. Our aim is to decrease dispatch of our tech's to customer issues that can be resolved on first call, vs the customer having to wait for a tech to get to their home.

Pros and Cons

Remote In
Simplicity

Requirement for app download on mobile remote support

Return on Investment

Decreasing tech dispatch
Saving Money
Customer satisfaction
Increased Resolution Rate

Usability

It's very easy to use.

All in One Platform

It's helped us decrease dispatch and increase customer resolution rate timing.

Key Insights

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

Likelihood to Recommend

GoTo Resolve serves it's purpose with our company, as far as being able to remote into a customer's device and have them share their camera on their device and show us equipment we may request to see. However, I do not like that in order to remote into a mobile device it requires the downloading of the app. Most customers are very hesitant to download something on their phone, let alone the elderly population even knowing how to do that.

Great app, very easy and convenient to use for customers over 55+

Overall Satisfaction with GoTo Resolve