More than just meetings, GoTo is connecting businesses with their customers and coworkers through GoTo Connect. Find out what we think about this communications platform in this review.
WRITTEN & RESEARCHED BY
Editor & Senior Staff Writer
Last updated onUpdated
REVIEWED BY
Managing Editor
| Total Rating | 4.2 |
|---|---|
| Pricing3.3 | |
| Features5.0 | |
| Equipment3.6 | |
| Security5.0 | |
| Customer Service4.7 | |
| User Reviews4.2 | |
Table of Contents
GoTo Connect is a customizable and scalable communications platform for businesses. This virtual phone system is loaded with everything you’d expect from a VoIP system with a lot of great extras thrown in, such as text messaging, meetings, and integrations for more effective communications with your customers and staff.
GoTo Connect has quote-based pricing, so it’s hard to gauge if it’s in your budget without talking to a sales rep. However, customers seem pleased with the pricing they’ve received, especially when considering how many features are available.
While GoTo Connect isn’t perfect, it has a lot going for it, and it should be on your short list of VoIP providers worth your consideration. Don’t believe us? Keep reading for an in-depth look at GoTo Connect.
| Pricing3.3 |
|---|
| Monthly Plan Pricing 3.2 |
| Add-On Feature Pricing 3.0 |
| Pricing For Additional Users/Devices 4.0 |
Unfortunately, GoTo does not publicly disclose pricing for its four calling plans. When inquiring about pricing for this review, a representative informed me that GoTo’s plans are extremely customizable so it’s difficult to provide set rates.
Instead, you will need to contact the company to provide more details about the details of your business to get a custom quote. Fortunately, GoTo makes this pretty easy with a live chat option right on the company website.
We did scour user reviews for specific comments about pricing. The good news is that customers are pretty pleased with the price they’re paying for their service.
Unfortunately, not having pricing information (even a starting price) did influence our pricing score, as we primarily had to use feedback from other users to assess the value of GoTo’s plans. Our score in this area is 3.3/5.
Here’s more information about the available GoTo Connect phone plans.
GoTo’s Phone System plan requires a custom quote and includes the following:
This plan also requires a custom quote and includes everything from Phone System, plus:
Complete CX has custom pricing and includes everything from Customer Engagement, plus:
This plan is also quote-based and includes everything from Complete CX, plus:
GoTo Connect offers several add-ons. Like its calling plans, pricing is not disclosed online, and you will need to contact sales to get a quote for your business.
Available add-ons include:
| Equipment3.6 |
|---|
| BYOD Compatibility 5.0 |
| Desktop Phone & Devices 2.1 |
GoTo offers some desk phones, although we did find its selection a bit lacking when compared to its competitors. You can purchase desk phones, cordless phones, and conference phones from brands like Cisco, Yealink, and Poly.
Unlike its monthly plans, pricing is disclosed for these products. Pricing starts at $119 for a basic desk phone. You also have the option of using your own compatible VoIP phones, an analog phone with an adapter, or other devices using the GoTo app for smartphones and computers.
Overall, we give GoTo a 3.6/5 for equipment, deducting points for its limited selection, lack of equipment financing, and no advertised discounts.
| Features5.0 |
|---|
| Basic Features 5.0 |
| Advanced Features 5.0 |
| Third-Party Integrations 5.0 |
While GoTo Connect lost some points for its undisclosed pricing, it more than makes up for it with its wide range of features.
GoTo Connect’s selection of features is truly impressive. It covers the basics, like voicemail and call queues, to more advanced features used to improve training and customer satisfaction. GoTo makes it easy to connect with your employees and customers across multiple channels, from social media to text messaging and two-way paging.
Additionally, GoTo offers great reporting and analytics and a solid selection of integrations.
While some competitors may also offer these features, GoTo still manages to stand out. Free international calling to over 50 countries and unlimited access to some features that are restricted by other providers are just the highlights of what GoTo has to offer.
There is no question when it comes to our rating: GoTo earns a well-deserved 5-star rating.
| Security5.0 |
|---|
| Security Features 5.0 |
| Compliance 5.0 |
When it comes to security, GoTo gets it right. To protect your private data, there are security measures in place for video conferencing, such as enterprise single sign-on, password protection, risk-based authentication, and Meeting Lock to allow the host to approve participants.
GoTo complies with the latest privacy and security standards, including:
GoTo is also HIPAA ready.
With all of these measures in place, GoTo earns a perfect score in terms of security.
| Customer Service4.7 |
|---|
| Personal Support 4.6 |
| Self-Service 5.0 |
There are many ways to get in touch with GoTo. You can contact the company by phone, submit a form from its website, or start a live chat.
| GoTo Connect Support | Availability |
|---|---|
| Phone Support | |
| Email Support | |
| Support Tickets | |
| Live Chat | |
| Dedicated Support Representative | |
| Knowledge Base or Help Center | |
| Videos & Tutorials | |
| Company Blog | |
| Social Media |
You can also use the AI chatbot to get answers to common questions or visit GoTo Support to read articles, watch videos, and access tutorials.
GoTo also has a company blog that tackles topics like company news, IT topics, and more.
GoTo has a presence on social media with profiles on Facebook, Twitter/X, Instagram, LinkedIn, and YouTube.
GoTo has great self-help resources, but what if you need to talk to a live representative? The good news is that customer service reps are very knowledgeable and helpful. The bad news is that there have been some complaints about long hold times when calling in. This isn’t always the case, though, as many people have complimented the company for fast and efficient assistance when needed.
We took all of these factors into consideration when giving GoTo a customer service rating of 4.7/5.
| User Reviews4.2 |
|---|
| User Feedback 4.0 |
| Review Site Aggregate 4.3 |
GoTo Connect scores mostly positive ratings and reviews from past and current customers. The product earned a rating of 4.4/5 (based on 1,280+ reviews) on G2, 8.2/10 (based on 300+ reviews) on TrustRadius and 4.5/5 (based on 660+ reviews) on GetApp.
For this section, we looked at overall ratings and the quality and content of reviews to reach our rating of 4.2/5.
With thousands of reviews online, there are some complaints given by unsatisfied customers. Fortunately, the compliments outweigh the criticism. However, here is what some users don’t like about GoTo Connect:
The positive reviews far outweigh the negative, and many customers are very pleased with what GoTo offers and have no complaints. Here is what customers like most about GoTo Connect:
While we don’t love that GoTo Connect doesn’t disclose pricing, this doesn’t mean you should write this option off entirely. We understand the need for custom pricing, and this could actually help you save money by giving you the features you need without requiring you to pay for tools your business won’t use.
If you want to purchase equipment from GoTo Connect, that area also leaves a lot to be desired, as there don’t appear to be any discounts, and the choices are limited. Still, you can use your old hardware, source new hardware from a retailer, or simply use “softphones” by downloading the GoTo App on your devices.
GoTo Connect is worth looking into for a number of reasons. It boasts a lot of great features, the system is easy to navigate, customer service is good, and you won’t have to worry about the security of your data.
While not perfect, we find that GoTo Connect is a solid product. Our overall rating is 4.2/5 to reflect this. If you’re interested in GoTo Connect, all it takes is a message through the company’s live chat to learn more about what this system can do for your business.
If you’re unsure if this option is right for you, check out other best VoIP phone systems to find the right fit. Good luck!
We spend hours researching and evaluating each VoIP business phone provider that we review at Merchant Maverick, placing emphasis on key characteristics to generate our product ratings.
When rating VoIP phone systems and providers, we use a 25-point rubric that looks at pricing, features, equipment, security, customer service, and user reviews. We weigh each section differently to calculate the total star rating.
Each section is further broken down into granular, weighted subsections, in which we look at specific attributes, such as plan availability, discounts for new customers, discounts for multiple users, the availability of advanced and basic features, security and compliance, and third-party integrations. Learn more about how we rate VoIP phone systems.
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The vendors that appear on this list were chosen by subject matter experts on the basis of product quality, wide usage and availability, and positive reputation.
Merchant Maverick’s ratings are editorial in nature, and are not aggregated from user reviews. Each staff reviewer at Merchant Maverick is a subject matter expert with experience researching, testing, and evaluating small business software and services. The rating of this company or service is based on the author’s expert opinion and analysis of the product, and assessed and seconded by another subject matter expert on staff before publication. Merchant Maverick’s ratings are not influenced by affiliate partnerships.
Our unbiased reviews and content are supported in part by affiliate partnerships, and we adhere to strict guidelines to preserve editorial integrity. The editorial content on this page is not provided by any of the companies mentioned and has not been reviewed, approved or otherwise endorsed by any of these entities. Opinions expressed here are author’s alone.
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