Expected clear support, ended up figuring most myself
My initial expectation was to receive clear, responsive support throughout the onboarding and using of the software. The product has potential and some aspects like the dashboard and automatic updates worked fairly well, indicating some positive development efforts. However, the support communication did not meet my expectations. Frequently, when I encountered issues like dialer malfunctions or trouble navigating the database, I had to rely on trial and error rather than clear instructions or timely help from the team. While the telephonic support existed, it was often difficult to get a straightforward answer or a quick resolution to technical queries. The support staff appeared patient but not always equipped with the right knowledge about the complexities of the software features. As a result, I spent far more time than I had planned troubleshooting independently which was frustrating because I anticipated a smoother user experience. Despite some functional automatic updates improving software stability, lack of direct assistance led to repeated downtime in my work with the tools provided. The invoicing and payment process was handled ok with clear billing, but this didn’t compensate for how much of my day I spent resolving avoidable problems. Clearly, my expectations for effective support were not fulfilled.