Good points in support but you need to fix the order of steps
You have some strong points in your support and communication. Your telephonic staff are generally polite and willing to help, which I appreciate. The availability of priority assistance is another positive aspect. However, from my experience, the sequence of steps you expect your users to follow is not well thought out. I found that when I contacted support to resolve issues, the instructions given often involved jumping between unrelated features or revisiting previous steps unnecessarily. This caused confusion and wasted time. The training material does not clearly outline a logical progression for onboarding and using the software. Consequently, I had to piece together information from different parts, which could be overwhelming for those less familiar with remote workflow tools. While some elements of your database and calling tools work well, your overall communication would improve greatly if the tasks were structured more sensibly. Please consider reorganizing your guidance flow for a more user-friendly experience. Thus, the good attitude of your support and quick responses are contrasted sharply by the frustrations caused by poor order and clarity in your help resources.