Overall feeling was quite frustrating
You say you offer telephonic support but honestly, your responsiveness left a lot to be desired. When I called for assistance during my initial use of the calling tools and dialer, it sometimes took multiple attempts before anyone answered. Even when finally connected, the support was polite but didn’t always have clear answers, which made the whole experience frustrating. The onboarding flow itself wasn’t very smooth either, requiring me to sift through training materials on my own more than I expected. I appreciate that you do automatic updates, but several times these changes created confusion rather than clarity, and again support’s help was limited. The database feature also felt clunky without straightforward help documentation. Although the invoicing and payment processes were tidy, they didn’t compensate for the lackluster communication. Your team seemed stretched thin or maybe not well trained for quick problem resolution. It felt like an ongoing struggle rather than a smooth setup and usage. You need to work on boosting responsiveness and clarity in your customer interactions. Without that, users will likely feel left out in the cold when encountering problems. Improving support responsiveness should be a priority to enhance the overall user satisfaction and smooth integration of your remote workflow software.