Long wait times made support less effective
I had an experience recently where I needed urgent assistance with the calling tools integrated into their software. The telephonic support was available, but it involved quite a bit of repetition as I had to explain the same problem multiple times to different agents, which was a bit tiring. Waiting on hold was also longer than I expected during one of these calls. On the other hand, once the correct support person understood my issue, the solutions offered were helpful and the technical advice was clear. This balance between slow response and effective help made the overall support experience mixed. The sign-up and invoicing process were simple enough, without any delays, which was a relief. Automatic updates generally worked smoothly without causing interruptions to my on-going tasks. Despite some hiccups in communication and wait time, the support team did manage to resolve the problem eventually. The training and onboarding had prepared me surprisingly well to manage most issues on my own, which helped reduce frequent calls.