Item: GoTo Connect
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

Usability

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.

Support Rating

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.

Likelihood to Recommend

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.

Customer Support has been difference maker for us

Overall Satisfaction with GoToConnect (formerly Jive)