GTM for Support and Training
February 12, 2014

GTM for Support and Training

Sarah Ford | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with GoToMeeting

GoToMeeting is used in my department to help facilitate training and to capture customer account information in creating and documenting support issues for engineering. I often schedule a GTM w/ my customers when they are having a technical problem they cannot explain or when I believe their "technical problem" may be user error. It is used for this purpose in other sectors of the Customer Support department for tech support and training as well.

We also utilize GTM when doing in-house training or product demos across multiple physical locations and to record these trainings for future use.
  • Lets you pass control between users easily-often times I'll move between training and support w/in one meeting so it's valuable to be able to easily pass presentation or control between myself and my attendees
  • Easy meeting invitations--once a meeting is scheduled, it's easy to invite users.
  • Have an 800# for conference call lines--this is a frequent request from attendees.
  • Provide a link directly in a meeting invitation to download and install the needed plugins for first time access to GTM--often, we'll spend 10-15 min of a call trying to walk a client through simply accessing GTM to begin with (granted, our customers sometimes have some SERIOUS technical deficiencies).
  • Helps us get a more accurate view of when a support problem is really a bug or tech issue or when it's operator error.
  • Helps show customers what to do vs having to explain it.
  • Allows us to communicate between offices.
We have also used and Clearslide. is okay for screen share, but is like moving in jello for passing control. Clearslide was actually very easy to use for screen share and control share, although it was constantly asking for Java updates.
i don't really have any control over this decision, but I haven't recommended otherwise either.
Well suited to people who regularly communicate with one another remotely; not as well suited to supporting very technically deficient end users.