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An In-Depth Review of GoToAssist Remote Support
GoToAssist Remote Support is a leading remote desktop software solution that allows technicians to access user computers remotely for troubleshooting, support, and collaboration purposes. In this comprehensive review, we’ll take an objective look at GoToAssist’s offerings, reputation, pricing, features, and more.
Overview of Services
GoToAssist offers easy-to-use remote support software to connect users and technicians. Some of their key services include:
Remote Desktop Access
Technicians can view and operate the remote user’s desktop in real-time to provide support 👨💻. This allows diagnosing and resolving issues quickly.
File Sharing
Files like documents, screenshots, and videos can be shared bi-directionally between the local and remote desktops for collaboration. 📂
Remote Printing
Documents and reports on the remote desktop can be printed locally on the user’s printer with ease. 🖨
Collaboration Tools
Features like chat, annotations, and telestration help remote users and technicians collaborate effectively to resolve issues. 💬
Mobile Access
The GoToAssist app allows providing support to users remotely from any iOS or Android device. 📱
Customizable Workflow Options
Admins can set customized workflows for support queues, ticketing, and agent management. 🌐
Pricing and Plan Options 💵
GoToAssist offers flexible pricing tailored to business needs:
| Plan | Monthly Price | Features |
|---|---|---|
| Basic | $49 | 25 connections, remote access |
| Pro | $99 | 50 connections, audio/video call |
| Premium | $199 | Unlimited connections, SSO, SAML |
Discounts apply for annual plans. All plans offer a free 14-day trial. Pricing is competitive for feature set provided. 👍
Delivering Remote Support 🚚
Here’s an overview of the remote support workflow with GoToAssist:
- User requests support and receives a secure link 🔗
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They approve sharing access after verifying credentials
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Technician accesses user machine in real-time 💻
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Issues are diagnosed using remote tools and features
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Resolutions and troubleshooting steps are provided
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Sessions can be recorded for compliance or training
Real-time remote control combined with collaboration tools helps techs resolve users’ issues quickly and easily.
Features and Capabilities 🛠
Some of the powerful features include:
- HD video calling for visual guidance during sessions 🎥
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Screen sharing, file transfer, remote printing and more
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Session collaboration through notes, drawings, telestration
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Integrations with top ticketing and CRM platforms
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Easy browser/mobile access without plugins required
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User and tech chat, co-browsing for communication
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Cloud recording, searchable knowledge base for future use
Advanced remote support capabilities are available at competitive pricing tiers for businesses.
Security, Privacy and Compliance 🛡
GoToAssist prioritizes security and compliance with these measures:
- Military-grade AES 256-bit encryption of all connections and sessions
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Data transmission secured via TLS/SSL protocols
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SOC 2 Type 2 certification for security practices
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ISO 27001 certification for information security
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HIPAA, GDPR compliance available for medical, financial sectors
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Dual-factor authentication available as an enhanced login method
Robust security helps technicians access systems while maintaining privacy and safety for users.
Customer Support and Services 👨💼
Round-the-clock phone, email and live chat support is offered globally:
- Phone support available 24/7 for critical issues
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Email response time within 1 business day typically
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Forums and knowledge base contain solutions to common queries
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Cloudflare DDoS protection resists attacks on GoToAssist sites
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SLAs of 99.5% monthly uptime availability for premium plans
Customer service appears to provide responsive guidance especially for administrators and technicians.
Online Reviews and Ratings 📢
Online sentiment and reviews aggregate sites provide an impartial look:
Glassdoor – 4.5/5 stars from over 300 reviews praising leadership, work culture. Few low ratings mention high work pressure at times.
Capterra – 4.8/5 stars based on over 1000 reviews highlighting great software, excellent support. Minor bugs occasionally reported.
Google Reviews – 4.6/5 stars from 200+ reviews consistently referencing reliable connectivity, feature-rich functionality and responsive support resolutions. Isolated network issues sometimes.
Overall reviews are overwhelmingly positive, with the few complaints focused on minor software bugs that seem to get addressed quickly. High satisfaction levels emerge as the norm.
Downsides and Room for Improvement
No solution is perfect, so here are a few drawbacks to consider:
- Troubleshooting complex enterprise issues can require steep learning curve at times.
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May face limited scaling abilities for extra large teams supporting thousands concurrent.
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Mobile apps like GoToAssist Mobile currently lack features of full desktop clients.
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Help documentation could include more advanced administration/customization details.
However, as an objective third party analysis – these weaknesses seem minor compared to rave reviews highlighting quality performance overall based on proper use cases.
GoToAssist is capable of supporting the remote needs of most small-to-medium sized organizations with strong success rates according to available feedback. Larger deployments also work but premium enterprise support may be required in some scenarios.
Final Thoughts
Through years of reliable functionality, scalability for growth, and an average 4.5-star rating from thousands of verified business customers – GoToAssist has cemented its position as a leading remote support software solution in the industry.
Backed by forceful security measures, availability SLAs, and responsive 24×7 guidance -GoToAssist allows administrators to provision flexible remote support confidently in a compliant manner.
Overall high marks in reviews emphasize swift resolutions using GoToAssist’s powerful yet simple interface designed by technicians for technicians. Affordable pricing tiers grant access to core capabilities suitable for most remote operations.
In summary, for businesses requiring dependable remote desktop access and collaboration software – GoToAssist Remote Support presents an excellent value at any scale due to consistent feature-rich performance, protection, and technical support quality indicated by available impartial metrics. This comprehensive analysis finds GoToAssist to be a top-rated choice for remote technicians worldwide.
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