How to help you to connect to your customers.
Updated May 30, 2024

How to help you to connect to your customers.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with GoTo Webinar

We use it as a remote tool to support our customers. We support industrials 24 hours at 7 days a week. The scope is only as a support tool to our customers, the problems are that we can't use all the features we wanted to have. Lots are still in progress.

Pros

  • Doesn't matter how many customers we want to support
  • Nice management tools to see the history
  • Centralized dashboard to have a nice overview

Cons

  • Timeline of development can be better
  • Need some skills to use it as an external helpdesk
  • Give a quick document to connect to your customer
  • Positive to have an insight in number of calls by customer
  • Negative is not having the freedom to use the data to your own reports
  • Positive interaction with our callers
It is very handy to use on our support desk. we have insights and data collection about our calls. We can give feedback to our customers about their reported problems. Maybe they can also gain profit form having these insights. Our online webinars are also done very easily, like security movies and forms when we have to go physically to their site.
I can't say this clearly, because the scope of using is totally different. We use Anywhere for our internal company and support desk. GoTo Webinar we use it to assist some customers who have a problem, but demanding to use it for their issue instead of using our own solution.

Do you think GoTo Webinar delivers good value for the price?

Yes

Are you happy with GoTo Webinar's feature set?

Yes

Did GoTo Webinar live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of GoTo Webinar go as expected?

I wasn't involved with the implementation phase

Would you buy GoTo Webinar again?

Yes

It is well suited in a larger customer support organisation. You can easily interact with your customers if they have a complex problem. Also it is nice to have any insight of your support desk, to see which customer has reported incidents at your helpdesk. You only need an internet connection.

GoTo Webinar Feature Ratings

8.0
Audience polling
8
Q&A
8
Not Rated
Dashboards
Not Rated
Data exportability
Not Rated
9.0
High quality audio
9
Mobile support
Not Rated
7.5
Participant roles & permissions
7
Confidential attendee list
8
Not Rated
Branding options
Not Rated
Integration to Marketing Automation
Not Rated
7.7
Calendar integration
8
Record meetings / events
7
Slideshows
Not Rated
Event registration
8

Using GoTo Webinar

15 - They use the meeting to get in touch by the customers. So they can handle their problem with an incident. Also it is handy to add some new information which you can't add by a telephone call. I makes the soultion quicker and more interacted with the customer who has a problem.
We only using it, we don't support it to our customers.
  • incident management
  • Change management
  • Problem management
  • Make customers very happy to get in real contact of a engineer who can support them
  • get even more interaction with our customers to get a next level CX
We have to use it to some customers. They provide it to get in touch by them and solve their problems within the best amount of time.

GoTo Webinar Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Immediate help available
Support cares about my success
Quick Initial Response
None
I am not in the position to be involved in this case. It is not up to me to decide if we gonna use it.
NoI can't never had the experience
never used it directly

Comments

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