Item: GoTo Resolve
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use GoTo Resolve exclusively with our support team for doing web sessions with clients for troubleshooting issues, assisting with workflows, and for deployments/implantations. GoTo Resolve is a must have for remotely supporting customers from across the country with a variety of things.

Pros and Cons

Provides a means to quickly connect and remotely control a client's workstation.
Has a great interface that guides the attendee through the entire process, while outlining where they actually are for the host.
Allows seamless transitions and additions of other support accounts to join an ongoing remote session.

The file transfer functionality could definitely use some work. Missing the simplicity that other solutions such as GoTo Assist offered where transferring a file was as simply as dragging and dropping.
The file browsing system when connected to a remote workstation could be more intuitive and easier to use.
Sometimes the boxes that have to be acknowledged by the end user pop up behind other windows and can be difficult for them to locate in a timely manner.

Return on Investment

GoTo Resolve has dropped our overall expenditures for the GoTo product line by 80%. We were at one point paying for Assist, Webinar, Meeting, and Connect... and were able to drop three and keep the latter with Resolve to meet all of our needs.
GoTo Resolve would likely have an even greater ROI if we actually utilized many of it's other features, such as the HelpDesk and device management. Being a smaller company, we don't have a need for a ticketing system and things of that nature.
The reporting feature contains an amazing amount of useful information about the remote sessions conducted.

Usability

Again, the console itself is not bad at all, and we absolutely love the details play by play presented of the end user's progress throughout the connection process. It's once we're connected and utilize the file browsing sidebar that we find there could be some room for improvements. As well as with transferring files - would be much better to allow drag and drop like other GoTo products have in the past.

All in One Platform

The remote access aspect of GoTo Resolve has allowed seamless continued support for our clients. The interface for the team and the end users, along with the reporting and ability to add detailed session notes is something my team really likes. There are other features of GoTo Resolve that we don't currently utilize being a smaller organization - such as the ticketing system and device management.

Alternatives Considered

GoTo Meeting, GoTo Connect and GoTo Webinar

GoTo Resolve allowed us to consolidate our product suite in half, saving us nearly 80% of the cost annually. While there are certain features that felt smoother with their other products, such as the file transfer simplicity found with GoTo Assist... those small road bumps are definitely justified at the cost savings we're enjoying as a result of the consolidation.

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 is a perfect tool for remotely supporting an end user in a variety of scenarios. We typically connect to clients for the purpose of implementing our product, which requires software and configuration files to run. While the file transfer functionality could be more user friendly, especially if you're coming from another solution where that process was rather simple... the overall experience and quality of the web sessions are excellent.

GoTo Resolve is our GoTo for remote support!

Overall Satisfaction with GoTo Resolve