Written by Claude Quiba Reviewed by James Macey Updated on 9 January 2023 Our extensive research into the world of business phone systems has singled out GoTo’s platform, GoToConnect, as the best phone system for startups and small businesses. This is because, comparing the most basic VoIP plans, GoToConnect (the Basic plan) has the best value for money, security, and scalability.When choosing a phone system, we recommend comparing four key factors: inbound and outbound communication features, pricing, integrability and scalability, and customer support channels. In this review, we’ll evaluate how well GoTo measures up to these criteria, as well as exploring its features and pros and cons, and explaining why it’s so good for affordable growth.If you’d like help in comparing the best phone systems for your team right away, our free quote-comparison service will match you up with the right providers, who’ll be in touch with free, tailored quotes. Swipe right to see more 0 out of 0 backward forward GoTo Expert Rating 4.1 Best For Startups and small businesses Price from $20/user/month How much does GoTo cost?There’s no question about it – GoTo excels when it comes to price. During our in-depth research, we compared prices from five different phone system providers, examining the features on offer at each pricing tier. GoTo’s prices earned a score of 4 out of 5, the highest pricing score we awarded! It tied with Vonage at $15-$40 per user, per month and Dialpad at $20 per user, per month to bespoke prices. The reason GoTo scored high in our pricing analysis is because it offers better value for money – in other words, more bang for your buck. For relatively low monthly subscription costs, it offers a variety of features and benefits, including unlimited domestic minutes on all plans, and unified communications channels, such as instant messaging and video conferencing. The fact that GoToConnect scored well (4.4 out of 5) in our scalability analysis also contributes, as it means the system can scale with you, and you won’t have to pay for expensive upgrades down the line instead. Compare free quotes for the phone systems that are best for your business Do you already have a business VoIP system? Yes No Answer a few questions – it only takes a minute The Pros and Cons of GoTo Pros Offers fantastic value for money Very easy to scale Glowing reputation among users Cons Smaller variety of features Few ready-made integrations No 24/7 user support channels ✓ Offers fantastic value for moneyWe’ve already discussed the fact that, of all the providers we analysed in Australia, GoTo offers some of the best value for money. Scroll up to our section on pricing to learn more about this!✓ Very easy to scaleWe’ve also already mentioned the fact that GoTo did well in our evaluation of its ability to scale alongside your business, scoring 4.4 out of 5 on this front. But what makes GoToConnect such a scalable system?GoTo doesn’t impose any user limits, so you can add as many users as you want as your business growsCall queues and ring groups are available on all plans, so you can easily manage growing volumes of callsYou can set up localised phone numbers on all plans, so customers across the US can contact you free of chargeGoToConnect’s customisable call routing and call flow designer enable you to easily direct growing volumes of calls to the right people or teamsCall recording and analytics on the Standard plan upwards make it easier to train and assess new team membersVideo conferencing, document sharing, and team messaging are available on all plans, so your growing team can keep collaborating (although video meetings are limited to just four participants on the Basic plan).✓ Glowing reputation among usersAcross customer review sites G2, Capterra, Trustpilot, and TrustRadius, GoTo has achieved an impressive average user review score of 4.4 out of 5 – which speaks volumes! Head down to the user review section on this page to read some useful examples of real user reviews.✘ Smaller variety of featuresGoTo scored a middling 3.4 out of 5 in our features comparison. It doesn’t offer as extensive a variety of sophisticated features as 8×8, Dialpad, RingCentral, or Vonage, all of which achieved higher scores in this criteria of our research.GoToConnect does come with an excellent variety of inbound communication features, including virtual receptionist, customisable greetings and hold music, voicemail to text, and more. However, some valuable features such as call barge, call whisper, and call monitoring are only available on the Premium plan.Plus, other management and collaboration features, such as call transcripts, task management, and the ability to create and track your own SLAs, are missing entirely from GoToConnect. Of course, if you run a small business, it’s unlikely you’ll need such features anyway. However, if you work for a larger business, you should weigh up the importance of these features to your team.✘ Few ready-made integrationsIt’s also worth noting that GoTo doesn’t come with as many ready-made software integrations as some of its competitors, scoring a low 2.6 out of 5 in our analysis of its integrability.As far as CRM systems, GoToConnect is only set up to integrate with Salesforce and Zoho, while other providers offer a much greater range. Internal live chat integrations are limited to Slack or Hipchat (although GoToConnect does come with its own team messaging platform), while ready-made external live chat, analytics, and workspace integrations are non-existent.All that said, GoToConnect does come with an open API, so you can create your own integrations for whatever software your team uses – it’ll just take a little technical know-how.✘ No 24/7 user support channelsWhen introducing your business to a brand new phone system, it can help to know that support from the provider is available 24/7. Unfortunately, while GoTo does boast a user forum, an online knowledge base, a phone support line, email support, and onboarding support, it doesn’t keep any of its lines open 24/7, or offer a convenient live chat service to give quick answers to your urgent queries. GoTo’s standout features explainedCustomizable call routingWe’re big fans of GoTo’s unique ‘Dial Plan Editor’, which gives you an easy, visual way to plot out your call flows using a simple drag-and-drop function. In particular, if you want to set up an auto attendant that routes calls to different extensions, the Dial Plan Editor provides a distinctively easy way to do this. You can also set up business hours and out of hours rules.GoTo's Dial Plan EditorSimple contact centre workflowSimilarly, GoTo also comes with a contact centre dashboard that’s been designed to simplify your contact team’s workflow (if you have one). Dashboards for each agent summarise daily and weekly activity as well as showing assigned queues and the number and status of each agent’s calls.Flexible softphone appAs all modern VoIP systems should, GoToConnect comes in the form of smartphone, tablet, and desktop apps that enable you to take calls, send messages, and join video meetings from a device of your choice, without needing a desk phone. This flexibility will prove invaluable for teams that work remotely, or on a hybrid basis. The system is also accessible via browser. Compare free quotes for the phone systems that are best for your business Do you already have a business VoIP system? Yes No Answer a few questions – it only takes a minute What kind of business is GoTo best for?As we’ve mentioned, GoToConnect is the best phone system for startups and small businesses, because it offers the magical combination of fantastic value for money, easy scalability, and robust security more so than its competitors. This means the system can evolve alongside your business as it grows, without the need for additional hidden costs as your business hires more people and becomes more complex. Having extra security features can also help protect your information as you scale. In other words, it's a system you can keep for a long time, without suffering huge, unexpected increases in the amount you pay for it.So, what kind of business is GoTo best for? We'd recommend it to businesses that start small and are forecasting a lot of growth in the future. This will work well for teams working to tight budgets and with little wiggle room for huge increases in costs.To learn more about phone systems and packages for small businesses, check out our reviews of the top small business phone systems in Australia. How does GoTo compare to its competitors?At the very start of this review, we talked about the four key factors you should compare when choosing your next phone system provider. Let’s take a look at these all-important points and see how well GoTo’s phone system compares to its competitors.PlatformsGoto8×8Ring CentralVonageDialpadInbound & Outbound Communications Features3.44.54.03.94.4Pricing4.02.53.34.04.0External Connections +220.127.116.11.52.4Scalability18.104.22.168.53.3Customer Support3.45.05.03.44.51. Inbound and outbound communication featuresGoTo offers a flawless range of inbound communication features, all of which are generously available on all GoTo’s price plans. Notably, none of the other phone system providers we compared offer all these features on all plans – so when it comes to offering a slick, professional experience to customers when they call you, GoToConnect is ahead of the competition.However, GoTo does miss a couple of the outbound communication features that competitors provide. Custom call lists, for example, can be created with 8×8, Dialpad, and Vonage, but not GoTo. Similarly, GoTo doesn’t come with features like auto dialer, power dialer, and predictive dialling, whereas 8×8 and RingCentral do offer these (at an extra cost, though). That said, these features aren’t necessarily part of the industry standard, and you might well decide you don’t need them.2. PriceWe’ve said it before, and we’ll say it again: when it comes to value for money, GoTo tops the list of the competitors we researched, tying with Vonage and Dialpad in offering the best value. This is thanks to the generosity of GoTo’s pricing packages, the cheapest of which comes with unlimited domestic minutes alongside all of our favourite inbound comms features.That said, if you’re looking for sheer affordability, Vonage offers the cheapest plans, ranging from $15-$40 per user, per month. The catch is, you’ll get most of its advanced features for an additional cost.3. Integrability and scalabilityAs we’ve mentioned, GoToConnect doesn’t come ready to integrate with as many software platforms as its competitors do. During our research, RingCentral, 8×8, and Vonage all achieved higher integrability scores than GoTo, with RingCentral providing the strongest variety of ready-made integrations.On the flip side, as we've explored, GoTo does better when it comes to how easily it can scale alongside your business. With a 4.4 out of 5 scalability score, we found that GoToConnect is easier to scale than Dialpad. But it doesn’t quite beat 8×8, RingCentral, and Vonage: the easiest systems to grow and evolve with your team.4. Customer support channelsIt’s worth knowing that GoTo doesn’t offer as many user support channels as 8×8, RingCentral, and Dialpad. The glaring omission is a live chat support channel, which GoTo doesn’t provide, but these three competitors do. Similarly, none of GoTo’s contact channels are open 24/7, whereas RingCentral, 8×8, and Dialpad all provide some way of reaching their support team in the dead of night (depending on the pricing plan you choose). Does GoTo have good customer reviews?When you’re looking for a new phone system, investigating users’ experiences and insights can be an extremely valuable way to work out whether a system is right for you or not.So, it’s reassuring to know that GoTo’s reputation is absolutely stellar, with an average customer rating of 4.4 out of 5 across a number of business software review sites. Let’s take a look at some of the most useful GoToConnect reviews on the world wide web: Most Affordable Solution for International Calls “We’ve been using VoIP services for international calls for a long time, but after Covid lockdowns started, we needed an app that would also let us have video meetings. That's when GoToConnect came to the rescue.“GoToConnect is really functional, its standard features for voice calls include a variety of call management services (e.g. caller ID and call routing, as well as an auto attendant, virtual fax, call recording, and call forwarding). There are also dashboards and analytics that make it easy to see how the service is being used, and how well calls are being handled. If you live in the UK, using GoToConnect for international calls is more affordable than your local landline.“I have no complaints about the app itself, but GoTo’s customer support can be improved. There have been a couple of times when I had to wait long on the line.” Victoria J., Customer Service Representative - 2021 Strong Communication “I like GoTo because it's so easy to communicate with other people. It has so many tools that can be used to improve communication and it provides an easy VoIP service that works flawlessly and allows us to have a stable phone and chat system. I also like other tools GoTo offers such as the meeting and webinar solutions, which improve our relationships with clients and have many features such as the drawing tools that make our experience better. I also like that we can record calls and save them with great quality. It's multi-functional and versatile, and it's great for keeping track of analytics and communicating effortlessly.” Annabeth M., Co-Founder - August 2022 Great for Business Flexibility “I like the mobile app as it allows me to be able to answer the office phones when I am working from home or out running office errands. It provides flexibility and keeps me connected to the business.“On occasion there are times when I have audio or microphone issues but this is typically rare. I have had a couple of times where there was apparently a system wide issue where we were unable to receive calls but it was quickly addressed and fixed causing minimal issues.” Crystal S., Office Manager - August 2022 Compare free quotes for the phone systems that are best for your business Do you already have a business VoIP system? Yes No Answer a few questions – it only takes a minute Verdict We'd strongly recommend GoTo for startups and small businesses, as it uniquely combines fantastic value for money with nice and easy scalability. It also shines thanks to its excellent reputation among its existing users.That said, GoTo does come with a smaller variety of sophisticated features than some of its competitors, and it's readily able to integrate with a smaller range of software platforms. You should also be aware that it doesn't provide live chat support, or a 24/7 support line.Looking for a new phone system, but getting bogged down in research and comparisons? Our free quote-comparison service will help you cut right to the chase. We'll match you up with the best phone system providers for you, and they'll be in touch with answers to your questions and tailored, no-obligation quotes for you to compare. It's a quick and easy way to find the answers you're looking for. Written by: Claude Quiba Content Writer If you want insights into the best phone systems for your business, Claude Quiba will give you the lowdown on the latest in the industry. She’s also a dreamer, a writer, and an autism advocate. Talk to her about art, coffee, or anything under the sun. But mostly, she’s your go-to person when it comes to finding the best solutions for your team. Reviewed by: James Macey Senior Business Software Researcher James thinks all businesses can improve if they use the right technology. At Expert Market, he utilises his 4+ years experience as a researcher to offer specialised advice on a wide range of categories from CRM to Fleet Management.