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GoToAssist Review

GoToAssist
Our score: 7.4 User satisfaction: 90%

What is GoToAssist?

GoToAssist is a customer support solution that gives technicians and IT professionals remote capabilities to access devices and control them, share documents, and undertake chat sessions. It is an all around remote support software that lets you do shared screen viewing with your customers and offer real-time remote support on PC and Mac machines, as well as to and from mobile devices.

Collaborating and sharing task are the other hallmarks of GoToAssist in support of its remote capability. You can invite other technicians to support sessions and even transfer remote support sessions to other agents. Its central management hub lets you give assignments to your people, and grant them permissions to access remote computers. GoToAssist also provides session monitoring so you know how much time covered for each task.

Overview of GoToAssist Benefits

You can transform a phone conversation into an online support chat which allows you to have control over computers at the other end. You can even have access over unattended PC and Mac machines so you do regular maintenance work or even remote troubleshooting if needed.

The solution also lets you delegate work to your people and provide them access permissions if they have to work on unattended machines. You and your technicians can leverage mobile devices to extend support remotely to your clients through chat. Meanwhile, customers can utilize the chat feature to contact support reps simply by integrating the software with an online community, a customer portal, or your own internet site.

GoToAssist provides capabilities for multiple sessions simultaneously with eight clients, with the ability to welcome other agents to a session or move them to another session. Time spent can be tracked, sessions recorded, and notes taken while in session which you can store for use for audits and trainings later on.

Overview of GoToAssist Features

  • Access and control unattended computers
  • Annotation tools
  • Control Mac and PC computers
  • Customer-initiated support
  • File transfer
  • In-session chat
  • Integrated service desk module
  • Integration APIs
  • Integration with Get Satisfaction communities
  • Mobile device remote support
  • Multi-monitor navigation
  • Multi-session support
  • Remote Desktop Support (RDP)
  • Remote diagnostics
  • Session recording
  • Session reporting
  • Support from iPad or Android device
  • Team-based support
  • Two-way screen sharing
  • Unlimited live end-user support

GoToAssist Position In Our Categories

Position of GoToAssist in our main categories:

TOP 200

GoToAssist is one of the top 200 Customer Support Software products

GoToAssist is also listed in the following subcategories:

Each enterprise has different wants and requires a software that can be customized for their size, type of employees and clients, and the specific industry they are in. For these reasons, no system can proffer perfect functionality off-the-shelf. When you search a software system, first be sure what you want it for. Read some GoToAssist Customer Support Software reviews and ask yourself do you need basic functionality or do you want complex functionality? Are there any industry-specific functionalities that you are searching for? Find the answers to these questions to assist your search. There are multiple factors that you need to reflect on and these include your budget, particular business wants, your company size, integration requirements etc. Take your time, try out a few free trials, and finally zero in on the system that provides all that you want to enhance your organization efficiency and productivity.

How Much Does GoToAssist Cost?

GoToAssist Pricing Plans:

Free Trial

GoToAssist Plan

$69/mo

GoToAssist Concurrent Plan

$124/mo

GoToAssist offers 2 pricing plans:

GoToAssist Plan – $69/mo (monthly) or $55/mo (billed annually, save 20%)

  • Single User
  • Named License
  • 100 Unattended Machines
  • Chat
  • Diagnostics
  • File Transfer
  • Remote Control
  • Screen Sharing
  • Session Recording/Save Notes

GoToAssist Concurrent Plan – $124/mo (monthly) or $99/mo (billed annually, save 20%)

  • Ideal for Teams
  • Concurrent License
  • 1,000 Unattended Machines
  • Includes all features of GoToAssist Plan

User Satisfaction

Positive Social Media Mentions 28
Negative Social Media Mentions 2

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and GoToAssist reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with GoToAssist. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac

Deployment

Language Support

  • English

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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GoToAssist Comparisons

GoToAssist user reviews

A cool tool for any IT support personnel who deal with external clients.

Read full review >
Adrienne
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.10.2018 Company Size: More than 100 Employees Industry: Information Technology

Great experience with GoToAssist

Read full review >
Veronica
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 29.09.2018 Company Size: More than 100 Employees Industry: Government Administration

I found it helpful and useful remote system

Read full review >
Jim
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.09.2018 Company Size: More than 100 Employees Industry: Construction

Convenient and easy to use.

Read full review >
Will
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 26.04.2018 Company Size: More than 100 Employees Industry: Oil & Energy

Great solution for tech support team

Read full review >
Mandy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 13.04.2018 Company Size: More than 100 Employees Industry: Hospitality

What are GoToAssist pricing details?

GoToAssist Pricing Plans:

Free Trial

GoToAssist Plan

$69/mo

GoToAssist Concurrent Plan

$124/mo

GoToAssist offers 2 pricing plans:

GoToAssist Plan – $69/mo (monthly) or $55/mo (billed annually, save 20%)

  • Single User
  • Named License
  • 100 Unattended Machines
  • Chat
  • Diagnostics
  • File Transfer
  • Remote Control
  • Screen Sharing
  • Session Recording/Save Notes

GoToAssist Concurrent Plan – $124/mo (monthly) or $99/mo (billed annually, save 20%)

  • Ideal for Teams
  • Concurrent License
  • 1,000 Unattended Machines
  • Includes all features of GoToAssist Plan

What integrations are available for GoToAssist?

GoToAssist is designed to integrate seamlessly with your company’s existing infrastructure. As new support services and technologies emerge, GoToAssist promises to continue to collaborate closely with leading companies to develop the best integrations, enabling users to leverage the full value of the app.

GoToAssist integrates with top help desk ticketing software apps and customer engagement platforms/communities.

 

GoToAssist average rating:

Average score
5/5 (10 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Elvira

PROS: Through GoToAssist I can quickly connect to my client’s PC and see their desktop. As tech support I can easily understand the issue I’m being asked to resolve. I can connect and interact with client’s PC and see the issues they’re dealing with. I can track down the procedural issues instead of interacting with them throug email or over the phone.

CONS: I have some misunderstanding with clients when walking them through the installation process. I don’t have dislikes about it.

Reviewed 2 years ago

Read full review >

The least favorable review

Will

PROS: I work in a software agency that makes use of TeamViewer for remote support. GoToAssist is our backup in case users fail get into TeamViewer. Installation is a breeze (for both support personnel and user). Features are comparable to today's remote support apps.

CONS: I've yet to see any downside with this software. It could be blocked by some company networks. It does run an executable, which some users will be blocked. But then again, other remote support programs are the same.

Reviewed 1 year ago

Read full review >

More reviews from 10 actual users:

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Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

A cool tool for any IT support personnel who deal with external clients.

Read full review >
Adrienne
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.10.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: Their multi-monitor support works flawlessly since all it takes is to hover your mouse at center edge on any GoToAssist window side, where the focus will be shifted to another panel. This is beneficial if a client has numerous windows open without having to drag the windows around.

CONS: Currently, some on-demand film streaming services, such as Netflix and Lovefilm, aren't compatible with XMBMC operating on the on-demand film streaming services offered by Lovefilm and Netflix are both currently incompatible with XBMC running on the PI.

What do you think about this review? Great Poor

Great experience with GoToAssist

Read full review >
Veronica
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 29.09.2018 Company Size: More than 100 Employees Industry: Government Administration

PROS: I like that with this platform we are able to record the support session so our customers can take it as support in the future. It is affordable solution, with simple set up and easy to use. It works perfectly. It provides instant access with great access mode features.

CONS: They need to improve the reporting features for keeping records of the connections and keeping track of ticket support system. The configuration settings are technical and it require knowledge remote access techs.

What do you think about this review? Great Poor

I found it helpful and useful remote system

Read full review >
Jim
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.09.2018 Company Size: More than 100 Employees Industry: Construction

PROS: With GoToAssist I can help my clients in less than no time by connection to their desktop. I can provide tech support to others. If the request is not answered the screen locks the active session but other account can be used. Also, there is great mobile app for Android.

CONS: The process of updating is not smooth and it causes some delays.

What do you think about this review? Great Poor

Convenient and easy to use.

Read full review >
Will
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 26.04.2018 Company Size: More than 100 Employees Industry: Oil & Energy

PROS: I work in a software agency that makes use of TeamViewer for remote support. GoToAssist is our backup in case users fail get into TeamViewer. Installation is a breeze (for both support personnel and user). Features are comparable to today's remote support apps.

CONS: I've yet to see any downside with this software. It could be blocked by some company networks. It does run an executable, which some users will be blocked. But then again, other remote support programs are the same.

What do you think about this review? Great Poor

Great solution for tech support team

Read full review >
Mandy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 13.04.2018 Company Size: More than 100 Employees Industry: Hospitality

PROS: I like that I can quickly access to my client’s desktop by sending them email links and providing my clients the access codes so i can connect to their server or Pc desktop. I’m able to record the session and whenever an issue happens again our clients can help resolve the issue by themselves. I can send files, error messages, logs and documentinf so I can resolve issues.

CONS: They could simplify the process of installing a plugin for Non-IT users. Also, they could include support for tablets like iPad.

What do you think about this review? Great Poor

Great remote control system

Read full review >
Ted
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.03.2018 Company Size: 11-50 Employees Industry: N/A

PROS: I’m using this software for few years and as far as I can tell I have great experience with it. I like that within the system there are other products combined, and I like that there is one place to login instead of lot of various login sites . I like the connectivity of it, the simplicity of the system and it can be used even by non-tech person.

CONS: Microsoft doesn’t allow to be controlled by the remote techician. There are some windows that cannot be controlled like Task manager, elevated CMD’s and other. GoToAssist can add button to close those windows that don’t allow me to do my work effortlessly.

What do you think about this review? Great Poor

I have wonderful experience with GTA

Read full review >
Jeff
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.03.2018 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: I like that this is user friendly solution and very comfortable to work with. First of all, it is highly professional system even its support team. I recommend it to everyone for remote control, we can help our clients in real time no matter where they are.

CONS: It hangs from time to time but I belive this is because we have other apps running togehter at the same time. I believe in the next version they will improve this issue.

What do you think about this review? Great Poor

An awesome software.

Read full review >
Sheldon
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.02.2018 Company Size: More than 100 Employees Industry: Internet

PROS: Having the capacity to restart a user's computer remotely with having to re-connecting is an advantage. Passing off a session to another technician is an awesome feature which makes makes it easier to escalate and a user's PC issues to thhe right person. The UI is simple enough.

CONS: I haven't found anything I don't like. It's fast and simple overall. It can be difficult for those using the software for the very first time. But that's something anyone can get over with.

What do you think about this review? Great Poor

I can help my clients thanks to GoToAssist system

Read full review >
Elvira
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.12.2017 Company Size: 11-50 Employees Industry: Computer Software

PROS: Through GoToAssist I can quickly connect to my client’s PC and see their desktop. As tech support I can easily understand the issue I’m being asked to resolve. I can connect and interact with client’s PC and see the issues they’re dealing with. I can track down the procedural issues instead of interacting with them throug email or over the phone.

CONS: I have some misunderstanding with clients when walking them through the installation process. I don’t have dislikes about it.

What do you think about this review? Great Poor

Great tool to help your clients in real time

Read full review >
Damon
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.12.2017 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: I can easilly conect to our user’s PC desktop. All I have to do is to send them predetermined hyperlink and enter a provided support code and then I can do my work. It saves me lot of time and it makes more sense to our users. I can help them resolve the issue with the software in real time instead of going back and fort with emails or phone calls.

CONS: They could improve the session management. If you work with limited licenses we can leace a session hanging open even when nobody is connected and the issue comes when you want to close out the application that doesn’t mean that you are closing the sessions.

What do you think about this review? Great Poor
Reviewed By Nestor Gilbert
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