Customer Support has been difference maker for us
September 05, 2019

Customer Support has been difference maker for us

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

Overall Satisfaction with GoToConnect (formerly Jive)

GoToConnect is currently being used by our sales department and support department in our organization. We use the softphone features and it's been working great so far. We use GoToConnect to communicate with our customers. We sell to them and we support them. There are many features that allow us to customize scenarios like routing calls through queues or sending to a cell phone of one of our sales agents. etc.
  • Support. Nowadays it's very hard to get good support and I feel that GoToConnect is focusing on providing that good support. Support was the main reason we left the last phone company we went with.
  • Reliability - so far (3 months) the phone systems have worked and been reliable and we haven't had any major issues.
  • Features that give more reporting on real-time stats for my support team queue for the current day. For example how many calls each support agent has taken that day with wait times etc.. Something like this to post on the office TV so we know where everyone stands for the day.
  • Feature - in app call recording reports. Something so that we can listen to recorded calls and see calls within the GoToConnect app.
  • Right now it's so new to us we haven't been able to access the ROI yet. However, just being more reliable than our last phone system has helped us be more successful for our clients and customers.
  • One positive was we were able to get a few months free of the service.
The usability has been pretty straight forward. When I did the onboarding process and set up phone numbers, users, etc., I didn't have to call anyone. I was able to do pretty much all of it on my own. I did have a few questions at the end and those were quickly answered. The usability would be a 10 for us.
Customer support is one of the main reasons we chose GoToConnect, and one of the main reasons we left our last phone provider. We have been able to resolve any questions we've had very quickly. The team at GoToConnect has been very helpful and we feel that they are knowledgable. If someone doesn't know the answer they were able to ask someone else and find the answer for us. Support has been the difference-maker for us.
GoToConnect is suited well for our support team and sales team, it's got almost all the features we need to be successful. The only area we feel it's less appropriate is the lack of phone call recording within the app. We have to go to the server to find the raw files and download them and then listen to them.

GoTo Connect Feature Ratings

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