missing that clear guidance i expected
I thought telephonic support would be straightforward and quick based on what I was told, but that really wasn’t my experience. The moment I called for help during setup, I expected someone to guide me clearly, but instead, it felt like a guessing game. There was this moment when I asked about the dialer configuration, and the response was generic without specific instructions for my needs. The support team didn’t ask detailed questions to understand my exact issue, which I thought they would do. Beforehand, I expected a smoother onboarding call, probably with a walkthrough or immediate answers, but that wasn’t the case at all. I wasn’t sure whom exactly to contact for different issues; the system for escalating problems wasn’t explained clearly either. In the rest of my interactions, I mostly waited on hold and didn’t get any callbacks. The automatic updates also seemed to change some features without prior notice, and support didn’t clarify those updates when I reached out, which was a letdown. Because guidance wasn’t as clear or direct as I expected, I felt frustrated and stuck at several points. Overall, it was quite a disappointment since the support didn’t match the helpful and proactive communication I thought they would provide during onboarding and beyond. That’s the part I wish had been better, as it affects how I can make full use of the software’s features and training available to me.