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Excellent Software for Connecting to Clients
October 22, 2013

Excellent Software for Connecting to Clients

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

Software Version

10.2

Overall Satisfaction

  • Multiple monitor view - sees all monitors, where WebEx Support Center limits you to three.
  • Ability to stretch screen to view all monitors at once - instead of switching between screens, you can view all of the monitors at the same time, avoiding time spent looking for a pop up window.
  • The interface is less "modern" looking than other solutions.
  • With quick connectivity to customers, this actually saves our support agents time, allowing them to help other customers quicker.
There is no other product on the market that gives you this much functionality. The closest is WebEx Support Center, but it lacks in some of the "bells and whistles".

Product Usage

15 - Support personnel.
1 - Me.
  • We use this in our support call center and it allows our employees to connect to all of our customers, no matter what monitor configuration they are using.

Evaluation and Selection

WebEx Support Center.
WebEx Support Center and meet.me were tested as alternatives, but GoToAssist had the best "perks".

Implementation

Make sure your team plays with the tool before going live with it. Connecting to each other teaches you everything you need to know.
  • Implemented in-house

Training

Support

I've never had to contact them.
Yes

Usability

The program is very easy to figure out, as far as usage. There is plenty of documentation available as well, if you aren't the "play with it first" type.

Reliability

In the past four years, GoToAssist has gone down about three times. That isn't bad, but when you need it, you need it.
If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.

Vendor Relationship

Very. Post sales there were a few communication issues, but that was more catching them while vacations were happening.
Pricing is based on license count. The more licenses, the better the pricing. Pricing is a yearly renewal for GoToAssist Pro, which is billed monthly.