Overall Satisfaction with GoToAssist
We use GoToAssist for remote support of end users, so it is used only by the Desktop Support team. We have a large number of remote users spread across several countries, so effective remote support is essential. GoToAssist makes remotely accessing a user's desktop or laptop very easy, and allows us to install software, troubleshoot issues, and collect information. It is an indispensable tool in this regard.
- Easy to use. GoToAssist doesn't require much training to use, and the user interface is quite intuitive.
- Powerful. GoToAssist is useful for software installation, troubleshooting issues, and collecting information or log files.
- Versatile. Whether we are assisting Windows or Mac users, GoToAssist is a very powerful support tool. It is effective whether you are working with an experienced user or a relative novice.
- Cost. For smaller businesses, the cost of GoToAssist might be too high.
- Mobile Support. The support options for mobile devices are a lot more limited than some other solutions in this category.
- Date interface - The interface, while fairly intuitive, is a bit dated. It is good at what it needs to do, but could certainly use a facelift.
- Effective Remote Support. For our company, GoToAssist was a good value for remote end user support. It worked very well for what we used it for.
- Reduced in-office trips. GoToAssist enabled us to keep remote machines running smoothly without necessitating costly travel or equipment shipments. It saved us a lot of money as a result.
- Teaching tool. GoToAssist also served as an effective teaching tool, since a junior tech could sit in and observe remote support done via GoToAssist. This helped bring our technicians up-to-speed more quickly after being on-boarded.
- WebEx Support Center and UltraVNC
GoToAssist fairs pretty well against WebEx Support Center. It costs less and offers the same general features, albeit with a slightly more dated interface. I have used both products extensively, and would be hard-pressed to really choose one over the other.
For internal support, the console-level access provided by UltraVNC was something that GoToAssist could not overcome. As such, we relegated GoToAssist to remote machine support only.
For internal support, the console-level access provided by UltraVNC was something that GoToAssist could not overcome. As such, we relegated GoToAssist to remote machine support only.