GoTo Connect Reviews & Product Details

I find GoTo Connect to be a very effective telecom and messaging platform for my call center representatives, making them more efficient. I appreciate its ease of use, as both the setup and any changes are simple, and we don't need a highly trained employee to manage the system. The system is easy to use, and it doesn't require a full admin to operate. We use their call center product, which provides real-time monitoring and enhanced reporting, so we always know what's happening with all sides of our communications. The initial setup was incredibly simple. On a scale from 1 to 10, I'd give a recommendation score of 10 for GoTo Connect. Review collected by and hosted on G2.com.

AI virtual agent. When they first rolled it out, we tried to use it to capture caller info and do certain steps and at that time, the virtual agent did not have those capabilities. Review collected by and hosted on G2.com.

I use GoTo Connect primarily for conference calls and meetings, and I really prefer using the phone's microphone since it's clearer than webcam mics. This is something I use almost every day. Additionally, being partners with GoTo Connect allows us to sell the phones to clients and access the partner portal to write up quotes, which is great. It's really beneficial that we not only use the platform but are familiar enough to deliver it to other customers. Switching from analog to GoTo Connect has been a very good experience—they're dependable. The upgrade to Yealink phones and having employees on the side panels with hot buttons has been very beneficial too. The setup of GoTo Connect is very easy, and we frequently assist new clients upgrading to the system. Review collected by and hosted on G2.com.

Sometimes we get a lot of dropped calls, and we've checked it's not actually our service, so I think it's sometimes the internal issue with the program. I don't like the navigation on the phone app. It's sometimes a little overwhelming, and I would like it to be more simplified. It would be nice to have a setup where employees and favorites are just placed in a spot to easily work with, instead of having to adjust settings. Review collected by and hosted on G2.com.

I like that GoTo Connect allows me to communicate with customers and employees. It was pretty easy in the beginning and is pretty user friendly. Review collected by and hosted on G2.com.

Their customer service is terrible. I have had constant issues, and no one will do what they say they're gonna do. I just asked for a phone call back about a particular case that I opened up. And they won't even call me from sales. They keep you on hold, and they just transfer you from person to person to person. One particular issue, I had the literally would not resolve it or let me talk to anyone that would help me and it's been going on for over a year now. And they just keep closing a case, and I have to start the whole process over again. It's been a terrible experience where over 10 employees have told me that they will fix this problem, and then they never do. for over a year now every person (sales, Customer service, technical) say they will fix this or contact someone who will. It never happens. they stop replying and close the case then I have to start over again. Review collected by and hosted on G2.com.

All the features, from analytics, SMS messaging, ease of use. Its a very versatile software. We used to pay one software for making calls, and another software for sending text messages, its great to have both in one software. Review collected by and hosted on G2.com.

Their technical support team can sometimes be difficult. Ive had many instances where they try to tell me an issue is on my end/my internet service providers end. Until I guess multiple customers start reaching out and it becomes evident that the issue we are all having is something GoTo has to look into. Review collected by and hosted on G2.com.

Great tech product and is a workhorse for what it does, this product is smooth and you can build on, work flow builder or Nodes i think they have on tech end you can do a lot, could use some modern tech updates vs Ai things but overall we have used this for at least 3 years Review collected by and hosted on G2.com.

Sign up process is painful and long, have tried to send referrals (i don't have an affiliate) and literally people tell me they have to call support or email support to sign up

I have met GoTO team also in person and couldn't even sign up at an event, its odd, take my money Review collected by and hosted on G2.com.

Its a great app which i am using for connecting to people all over the world and its give great and easy access to chat and text messages Review collected by and hosted on G2.com.

Sometime the voice get stuck and text take some long time to get sent to receivers number . Review collected by and hosted on G2.com.

The transcript feature. When I have a missed call or voicemail, the transcript accuracy is incredible and saves me lots of time. Review collected by and hosted on G2.com.

To be very honest, so far I don't have any complaints about GoTo. Review collected by and hosted on G2.com.

Management of the system for our more than 200 users is very easy. The dial plans make call handling and flow much better than other services we have used. We are able to be sure that our customers/callers get to the right person and department much easier now. Review collected by and hosted on G2.com.

The base system couold have better more detailed call reporting. Review collected by and hosted on G2.com.

It keeps team members’ names private, since we can only see the total number of members. The chat settings also offer various options to set up meetings in a more professional and official way. Review collected by and hosted on G2.com.

The user interface could be much better and more user-friendly. Review collected by and hosted on G2.com.

I like GoTo Connect for its ease of use and the flexibility it offers. This platform is robust and meets most needs without the necessity for additional, costly licenses. I appreciate that I can quickly change on-call technicians, make and test changes to the phone system, and control call notifications efficiently. The visual flow chart for call tree creation made it very easy to replicate our old phone system. Review collected by and hosted on G2.com.

Our biggest obstacle is that the Windows soft app sometimes defaults back to the laptop mic array rather than the headset even when default settings are correct, which leads to clients hearing all conversations in our office and it's not super apparent when it is happening unless the client mentions something. The only other thing I can think of is the SMS feature to our main line. When user A sends a text, all users see it as if it was sent from them. Review collected by and hosted on G2.com.