GoToAssist: Great Software Support tool!
November 09, 2017
GoToAssist: Great Software Support tool!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with GoToAssist
GoToAssist is being used by our Technical Service team. We have a few developers that use it, however, it is primarily used for Support in our company. I personally use it to get con clients machines so we can do the installs necessary for our company as well as provide support when they run into issue with our software.
- Easy to use both for us and client.
- File Transfer feature is very nice.
- Can have multiple sessions open at the same time.
- Diagnostics allows us to see all stats for the clients machine.
- Sometimes clients have a hard time installing GoToAssist.
- Need a better UI.
- Unattended support is not intuitive.
- GTA freezes sometimes when client does not have admin role and we lose keyboard and mouse control.
- Wish it also had a call feature that can allow multiple people to call in to watch the session (mix GoToMeeting into it).
- We are able to help customers much quicker and efficiently.
- We save time internally with headaches of providing remote support which gives us ability to work on more projects.
- Clients are much happier with us as they are able to easily give us access to computers and servers when we need.
We were first using GoToMeeting for the remote support. However, it is not build for providing this solution. We then went with GoToAssist since they are by the same company and we like the product as it met our budget and we were happy with the functionality is provided. We looked at Bomgar, LogMeIn, etc. However, it wasn't work money versus the ROI that we were getting out of it. GoToAssist provided the perfect package and it doesn't match up with any other product for the price and functionality.