TrustRadius
GoToAssist - remote access - customer service
https://www.trustradius.com/remote-desktopRescueAssistUnspecified7.567101
Lin James, CPB, SCC profile photo
Updated August 02, 2015

GoToAssist - remote access - customer service

Score 10 out of 101
Vetted Review
Verified User
Review Source

Software Version

2.4.0.857

Overall Satisfaction with GoToAssist

GoToAssist allows me to access my customers computers securely to support them. They may need to know how to set up or use a Sage 50 software feature which I can show them remotely and they can get the job done immediately. They may also need me to troubleshoot for problems they may be experiencing with their Sage 50 or other software.
  • Quick access to customer computers via email links or giving them the access code over the phone.
  • Notes area where I can record the details of the remote session.
  • Reporting - I can retrieve a monthly report of all my remote sessions (including notes) which helps me monitor usage, provides billing information and allows me to save a copy of the report locally.
  • Perhaps some pop up notices on screen when waiting for a reboot to finish and reconnect.
  • I would like to know how to handle screen sharing when I want to share my screen, I haven't taken the time to explore for instructions.
  • I would like to know how to use the drawing tools, I haven't taken the time to explore for instructions.
  • Positive impact - I am able to help customers without leaving my office, so no lost time for travel and can get back to other jobs - a huge boost in productivity and customer service.
  • Less disruption in customer's office as well.
I use only paid subscriptions.

I like GoToAssist for customer support/training/troubleshooting - it is quick to connect / disconnect. It is easy for customers and they appreciate the security of knowing that there is no outside access after we disconnect - win/win.

I also use LogMeIn Pro for customers where I need direct access anytime and need the ability to print because GTA does not have any print functionality.
It is well suited for situations where you need to help your customers without leaving your own office; especially valuable for quick fixes that would otherwise take you out of your office for an hour or more.

It is less appropriate for situations where you may need customer involvement and customer is not comfortable with the technology or how it works. In these cases, a site visit is better.

RescueAssist Feature Ratings

Screen sharing
10
File transfer
8
Instant message
Not Rated
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
Not Rated
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

Using GoToAssist

I wouldn't be without it. My customers appreciate that I can offer remote access service. They are just frustrated by the number of updates and that they are not all seamless.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • It is mostly very easy.
  • There are a lot of updates - they can be difficult for the customer to navigate to get them installed and I cannot see their screen to help them. In some cases the customer cannot get it working at all after an update - most frustrating on both sides.