Expected responsive chat but got slower phone calls, still some good moments
Going into the support experience, I was expecting quick chat support based on the marketing and the info I read beforehand. In reality, most interactions happened over the phone, which sometimes meant waiting longer than I anticipated, especially during peak hours. The telephonic support staff were generally polite and helpful, trying their best to solve the problems I faced with the dialer and database features. But the slower response times occasionally threw me off because I had envisioned an almost instant messaging style communication. I realize the process of troubleshooting remote workflow tools can be complex, so maybe that explains some of the lag. Still, I found myself circle back to wishing there had been a more direct and faster route to get the answers I needed. Aside from that, the team’s effort to assist was evident and sometimes the detailed explanations given over the phone made up for the delays. It just wasn’t exactly what I expected going in, but overall I’d say there was a fair balance between helpfulness and timing.