GoTo Connect Reviews & Product Details

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.

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.

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.

I like that I can use not only the physical phones, but also the dashboard layout on the computer, along with access through the mobile app. Review collected by and hosted on G2.com.

Only complaint I have is some customers we have using the system have complaints of calls dropping while using the app which seems to glitch out sometimes. 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.

Our agency has been very pleased with the GoTo Phone service. One of the standout features—and the one we value most—is the ability for every employee to have their own direct dial number. This has made a significant difference in how we manage incoming calls. Individuals can now reach staff members directly without having to navigate a switchboard or auto attendant, which has streamlined communication for both our team and the people we serve.

This feature alone has saved our support staff a considerable amount of time throughout the day, as they no longer have to field and redirect every incoming call. As a result, our team can focus more on providing timely support and completing core tasks without unnecessary interruptions.

Overall, GoTo Phone has improved efficiency, enhanced accessibility for callers, and strengthened our agency’s communication workflow. We would highly recommend it to other organizations looking for a reliable and user-friendly phone solution. Review collected by and hosted on G2.com.

Currently we have not found anything to cause issues. Review collected by and hosted on G2.com.

I really appreciate GoTo Connect for its user-friendly interface. It significantly eases the process for users to understand and navigate the app, while providing efficiency on the administrative side, making it simple to find settings and configurations. I also find the initial setup of GoTo Connect very straightforward and easy, which minimized the time and effort required to implement it in our workflow. Furthermore, its integration with Microsoft Teams is seamless, allowing us to effectively incorporate GoTo Connect into our existing communication infrastructure. This enhances our logistics company's ability to maintain quick communication with vendors and customers, as our customer service department utilizes GoTo Connect to promptly receive and manage information. Review collected by and hosted on G2.com.

I don't dislike GoTo Analytics, but I believe it could be more efficient or directly integrated into the desktop app. Review collected by and hosted on G2.com.

I genuinely appreciate how GoTo Connect has transformed our communication system by allowing us to manage everything digitally without the necessity for physical phones in our offices. The dial-plan feature is particularly impressive as it provides me with granular control over management of calls, enabling quick and hassle-free adjustments without compromising our existing configurations. My interactions with the Customer Success Manager have been exceptional; their support is timely, and our check-in meetings are consistently effective. Additionally, the initial setup of GoTo Connect was remarkably easy, with significant assistance provided in organizing all aspects, rendering the process smooth. Overall, my experiences with GoTo Connect have been so positive that I confidently recommend it to others seeking a telephony or contact center solution. Review collected by and hosted on G2.com.

I have not seen a dark mode for the admin center, which would be easier on my eyes. The navigation can be confusing in the admin menu, as different tools share similar names like 'phone numbers,' 'extensions,' and 'users.' Creating a unified 'user management' section might improve clarity and usability. Review collected by and hosted on G2.com.

I use GoTo Connect as the primary cloud phone system for two automotive dealerships, and it seamlessly supports all key departments. I appreciate the auto attendants, ring groups, and call queues features which are integral to our daily operations. The call recording and reporting capabilities stand out significantly for me as they have a huge impact by allowing easy tracking and ensuring high-quality recordings. These features are invaluable for training new employees and monitoring customer service standards, as they ensure that our employees handle procedures correctly and treat customers with respect. Furthermore, the capability to see call volumes at different times of the day, week, or month is extremely useful for our internal analytics. I also find onboarding new employees to be incredibly straightforward with GoTo Connect, making the transition process for new staff efficient and hassle-free. Review collected by and hosted on G2.com.

I find the mobile app for GoTo Connect to be quite problematic. It takes 4-5 clicks to search contacts, which is excessively time-consuming and cumbersome. The app's user interface feels outdated and in need of a complete overhaul or revamp. Additionally, the offboarding process is a major pain point. When deleting a user, the system should automatically unmap the phone number and delete the extension associated with that user, but it currently doesn't do this, leading to a struggle and often missed steps during offboarding. Moreover, the initial setup of GoTo Connect was challenging, making the onboarding process difficult. Review collected by and hosted on G2.com.

I love using GoTo Connect for its incredible ease of use, which makes everyday communication tasks straightforward and efficient. This was exemplified during our transition from a physical intercom system to GoTo Connect, where one of the standout features was how it allowed the Front Desk to directly call shareholders on their cell phones. The initial setup of GoTo Connect was also notably super easy, which minimized downtime and disruption. Additionally, I find the website navigation extremely user-friendly, enhancing the overall experience when interacting with the platform. These aspects collectively make me highly inclined to recommend GoTo Connect, reflecting in my enthusiastic rating of 9 out of 10. Review collected by and hosted on G2.com.

I find the Self Help section in GoTo Connect lacking. It doesn't provide adequate answers to help me solve issues independently. Review collected by and hosted on G2.com.