Great Customer Service, Not The Best Product On The VoIP Market
September 08, 2019

Great Customer Service, Not The Best Product On The VoIP Market

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with GoToConnect (formerly Jive)

We made the switch to GoToConnect from RingCentral as a cost-cutting measure. The company seemed to offer many of the same features as RingCentral for a better value. Once we made the switch, one of the first things I realized is that the feature to receive images via SMS was not a functionality supported by GoToConnect but one that was very important within our organization as it was one of the primary ways we communicated with merchants. So, in that respect, it created one of the many new issues for our organization.
  • Customer support
  • Technical Support
  • The GoToConnect app in the Apps Market is very poor quality.
  • Inability to sync messages between (the former) Jive app and GoToConnect
  • GoToConnect constantly disconnecting from the network. This wasn't an issue we had with RingCentral.
  • The inability of GoToConnect to support images via SMS message. We've had to revert back to having merchants send images to our support inbox.
  • Text messages not successfully being sent.
  • Unresponsive/delayed response from dial pad within the GoToConnect application.
  • For our business, I would say the ROI is mixed. While we saved money as an organization, we gave up quality and many of the features that our customers seemed to love.
  • The porting process was a headache on the backend. Working with RingCentral currently as they stated the port request was not successful and we were still being billed as they still showed the numbers active with their company.
I spend the majority of my day on the phone. The ability for users to be able to hear me is very important. It is reasonable to expect at a minimum that your customers are able to hear you and you don't have to hang up calls to either reach out on your personal cellular device or call them back via the GoToConnect app because it keeps disconnecting and freezing.
Yes - We opted to give GoToConnect a shot as a cost-cutting measure within our organization. As much as we loved RingCentral, it was simply becoming too expensive with the number of lines we were adding. When I submitted a request to have a sales agent from GoToConnect to reach out to me to discuss our company's possible migration to them as a VoIP provider, I received a call regarding my online inquiry within 30 minutes. From that initial phone call to the time that we signed up was about a week.
The support offered by GoToConnect is exceptional. Every agent I have spoken with has been extremely helpful and knowledgeable. I can say, I never ended a call frustrated or hung up because of a language barrier or an inability of the agent to resolve the issue at hand with one phone call. I absolutely love the fact that they not only stay on the phone with you to resolve an issue (no matter how long it takes), they follow up via email to make sure the issue was fully resolved. I can say that you all definitely have RingCentral beat from a customer service standpoint.
The ability to have video conferences is a great functionality offered through GoToConnect. I would most definitely recommend it due to the quality of the audio and connection when utilizing this feature. The GoToConnect app offered in the apps market isn't the best option if you are needing to take calls while on the go.

GoToConnect (formerly Jive) Feature Ratings

Hosted PBX
10
Multi-level Interactive Voice Response (IVR)
8
User templates
Not Rated
Call reports
10
Directory of employee names
Not Rated
Answering rules
10
Call recording
Not Rated
Call park
Not Rated
Call screening
9
Message alerts
7
Video conferencing
10
Audio conferencing
6
Mobile app for iOS
1
Mobile app for Android
Not Rated

Evaluating GoToConnect (formerly Jive) and Competitors

  • Price
For our organization, it was simply a cost-cutting measure as a small business. We didn't dislike our previous service provider, RingCentral. We were actually with them for almost a decade. We simply needed to cut costs so that we could allocate that money elsewhere within the organization as we continue to streamline our organization moving forward.
If I had to do it again, I most definitely would have taken the time to consider other options in the VoIP market before making my final decision regarding a VoIP service provider for our organization.

GoToConnect (formerly Jive) Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Not Available
Unsure - Anytime I have reached out to the Jive team for assistance with a bug or an issue with functionality they have immediately responded to my inquiry which is one of the reasons I am considering no
EVERYTIME!!!!! The most recent was when I reached out to them about not being able to update the app. The customer support agent remoted into my computer and assisted with getting this issue resolved so that I could get back to work. Every single time I have reached out to their support I have had the issue resolved.