GoTo Connect Review

Pros

• Robust set of features
• Good customer service
• Good security features
• Easy to use
• Reliable phone service
• Customizable

Cons

• Pricing is not disclosed
• Limited hardware available for purchase from the vendor
• Potentially long hold times when calling support

What Is GoTo Connect?

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.

GoTo Connect Pricing

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.

Phone System

GoTo’s Phone System plan requires a custom quote and includes the following:

• Unlimited users
• Auto attendants
• Call routing
• Call queues
• Video meetings for up to 250 participants
• Integrations
• 80 SMS credits/month per seat

Customer Engagement

This plan also requires a custom quote and includes everything from Phone System, plus:

• Customer history
• Shared contacts
• AI-powered SMS campaigns
• Customer surveys
• Integrations with Instagram & Facebook Messenger

Complete CX

Complete CX has custom pricing and includes everything from Customer Engagement, plus:

• Contact center capabilities
• Real-time analytics & reporting
• AI Chat Analysis
• Multi-channel inbox
• Call listen
• Call whisper
• Call barge

Contact Center

This plan is also quote-based and includes everything from Complete CX, plus:

• Workforce management integrations
• Quality management tools
• Customizable APIs
• Omnichannel capabilities
• Auto dialer

GoTo Extra Costs & Fees

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:

• Microsoft Teams
• Attendant console
• Reporting & analytics
• Business continuity
• Integrations

GoTo Connect Equipment

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.

GoTo Connect Features

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.

GoTo Connect Security

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:

• Transport Layer Encryption
• TRUSTe Verified Privacy
• SOC2 Type II, SOC3, BSI C5
• AES-256 bit encryption
• APEC CBPR and PRP Certified
• CCPA compliant
• GDPR compliant

GoTo is also HIPAA ready.

With all of these measures in place, GoTo earns a perfect score in terms of security.

GoTo Connect Customer Service

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.

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.

GoTo Connect User Reviews

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.

Negative Reviews & Complaints

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:

• App glitches
• Long hold times for customer support
• Rare call quality issues
• Must upgrade to get access to all reports & analytics
• Must contact sales team to get started

Positive Reviews & Testimonials

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:

• Great for multi-site businesses
• User-friendly interface
• Good customer support
• Lots of useful features
• Competitive pricing

Final Verdict: Is GoTo Connect Worth It?

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!

Our Rating Methodology

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.

• Pricing: 25% of the total star rating
• Features: 25% of the total star rating
• Equipment: 20% of the total star rating
• Security: 15% of the total star rating
• Customer Service: 10% of the total star rating
• User Reviews: 5% of 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.