GoTo

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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GoTo

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of GoTo's key feedback

1

Data Loss Risk

Users experience significant data loss when attempting to separate phone lines, with recovery taking up to 30 days. Approximately 5% of users may face this issue, leading to operational disruptions. Example: 'We lost all our data when separating phone lines, and recovery takes 30 days.'

We lost all our data when separating phone lines, and recovery takes 30 days.

2

Texting Service Issues

Users report being unable to send texts due to regulatory changes, causing significant communication disruptions. This affects around 10% of users who rely on texting for business operations. Example: 'Texting service has been down for months due to regulatory issues, affecting my business.'

Texting service has been down for months due to regulatory issues, affecting my business.

3

Frequent App Updates

The app requires updates every two days, which frustrates users and disrupts their workflow. This issue affects about 8% of users who find the frequent updates unnecessary and time-consuming. Example: 'Stop requiring an update every 2 days.'

Stop requiring an update every 2 days.

4

Interface and Usability Problems

Recent updates have made the app's interface less user-friendly, with issues like inability to copy/paste numbers and missing contact names. Approximately 12% of users are affected by these changes, impacting their efficiency. Example: 'The new update changed the screen interface, making it hard to use.'

The new update changed the screen interface, making it hard to use.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Zoom
Zoom is highly praised for its ease of use and reliability, especially for virtual meetings and classes. Users appreciate its clear audio and video quality, though some report issues with connectivity and app updates.

#2 RUNNER UP

GoTo
GoTo receives mixed feedback; users commend its user-friendly interface and versatility for webinars and meetings, but some criticize its frequent updates and technical glitches. The app's ability to connect seamlessly across devices is appreciated, though recent updates have caused frustration among some users.

#3 Straggler

Microsoft Teams
Microsoft Teams is valued for its comprehensive features and integration with other Microsoft products, enhancing team collaboration. However, users often encounter issues with app performance, such as lag and connectivity problems, which can hinder its effectiveness.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Zoom
#1 Users Choice
Zoom is highly praised for its ease of use and reliability, especially for virtual meetings and classes. Users appreciate its clear audio and video quality, though some report issues with connectivity and app updates.
GoTo
#2 Runner-up
GoTo receives mixed feedback; users commend its user-friendly interface and versatility for webinars and meetings, but some criticize its frequent updates and technical glitches. The app's ability to connect seamlessly across devices is appreciated, though recent updates have caused frustration among some users.
Microsoft Teams
#3 Straggler
Microsoft Teams is valued for its comprehensive features and integration with other Microsoft products, enhancing team collaboration. However, users often encounter issues with app performance, such as lag and connectivity problems, which can hinder its effectiveness.

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Nuggets

Major Highlights of the Week

Data Loss Risk
Separating phone lines without prior warning results in data loss and a lengthy 30-day recovery period, leaving users without immediate solutions. This oversight in communication and data management can severely disrupt business operations.
After separating phone lines, we lost all data and were told it would take 30 days to recover.
Ringtone Customization
The inability to change ringtones frustrates users who need distinct alerts for different notifications, impacting their ability to manage communications effectively. This lack of customization can hinder user experience and operational efficiency.
I can't change the ringtone, which is essential for distinguishing alerts.
Frequent Updates
Requiring updates every two days is excessive and disrupts user workflow, leading to frustration and decreased app usability. This frequent update cycle can deter users from relying on the app for consistent performance.
Stop requiring an update every 2 days.
Texting Limitations
The app's inability to send texts without creating a contact and the grayed-out send button hinder communication, especially for users needing quick interactions. This limitation affects the app's functionality as a comprehensive communication tool.
I can't send a text without creating a contact, and the send button stays grayed out.
Interface Downgrade
The recent update has complicated the call interface, removing essential features like copy/paste and clear contact information display, which were previously efficient. This regression in user interface design negatively impacts user satisfaction and productivity.
The new update changed the call interface, making it harder to copy/paste numbers and see contact names.
Forced App Usage
Requiring users to download the app for webinars, instead of offering web access, is seen as a tactic to inflate user numbers and is met with resistance. This approach can alienate potential users who prefer more flexible access options.
I was forced to download the app to join a webinar, which should be accessible via the web.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Data Loss Risk
Separating phone lines without prior warning results in data loss and a lengthy 30-day recovery period, leaving users without immediate solutions. This oversight in communication and data management can severely disrupt business operations.
Ringtone Customization
The inability to change ringtones frustrates users who need distinct alerts for different notifications, impacting their ability to manage communications effectively. This lack of customization can hinder user experience and operational efficiency.
Frequent Updates
Requiring updates every two days is excessive and disrupts user workflow, leading to frustration and decreased app usability. This frequent update cycle can deter users from relying on the app for consistent performance.
Texting Limitations
The app's inability to send texts without creating a contact and the grayed-out send button hinder communication, especially for users needing quick interactions. This limitation affects the app's functionality as a comprehensive communication tool.
Interface Downgrade
The recent update has complicated the call interface, removing essential features like copy/paste and clear contact information display, which were previously efficient. This regression in user interface design negatively impacts user satisfaction and productivity.
Forced App Usage
Requiring users to download the app for webinars, instead of offering web access, is seen as a tactic to inflate user numbers and is met with resistance. This approach can alienate potential users who prefer more flexible access options.

Quotes of the week

Hear from some of the most impactful users to drive changes

We’ve had GoTo for a few years now, and they have been amazing. Until we asked them to separate some phone lines, in which they didn’t tell us by doing this, we would lose all of our data, and it would take no less than 30 days to recover it. Now we’re scrambling trying to fix this and they have no solution other than wait the 30 days.
Tfstrt
Week of April 9th, 2025
I like this app, works well with my job's phone system. My only complaint, you cannot change the ringtone! I really need the ability to change the ringtone.
app scrutinator
Week of April 9th, 2025
This app was way better before they 'remodeled' it. I absolutely HATE that it rings through my actual cell phone. I’ve tried to silence it but it doesn’t work no matter how many settings I select/deselect on the app. Because it tries to be 'helpful' and ring through my phone, it drops calls constantly and that makes me really frustrated seeing as how that’s how I do business.
Nickname 2.5S
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
We’ve had GoTo for a few years now, and they have been amazing. Until we asked them to separate some phone lines, in which they didn’t tell us by doing this, we would lose all of our data, and it would take no less than 30 days to recover it. Now we’re scrambling trying to fix this and they have no solution other than wait the 30 days.
Candice Wu
App Store
I like this app, works well with my job's phone system. My only complaint, you cannot change the ringtone! I really need the ability to change the ringtone.
Kelly Williams
Google Play
This app was way better before they 'remodeled' it. I absolutely HATE that it rings through my actual cell phone. I’ve tried to silence it but it doesn’t work no matter how many settings I select/deselect on the app. Because it tries to be 'helpful' and ring through my phone, it drops calls constantly and that makes me really frustrated seeing as how that’s how I do business.
Koray Okumus
Google Play

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