Expected smooth day-to-day support but faced frequent delays and confusion
I had anticipated that the telephonic support would consistently help resolve issues as they arose during daily software use, based on what I was told in the onboarding. Sadly, that was not my experience. While I expected a prompt and clear communication channel to assist with problems like the dialer lagging or database access delays, I often found that my calls either went to voicemail or had long waiting times. When I did connect, the responses sometimes seemed generic and unhelpful, which is frustrating given how integral this software is to my daily workflow. Also, automatic updates, which I expected to improve functionality smoothly, occasionally caused confusion, breaking parts of the system that I had come to rely on. The training felt insufficient to prepare me for managing these recurring obstacles, especially when new issues emerged after updates. I expected invoicing and payments to be straightforward, but the system occasionally generated duplicate invoices or unclear charges, which added to my frustration. Overall, rather than seamless day-to-day operations supported by dependable assistance, what I got was a patchy experience with slow problem solving. This imbalance has negatively impacted my impression, as I had hoped the operational help would be as reliable as promised to ensure consistent productivity.