Poor labeling caused confusion, support did not clarify
I found the support and communication from the company quite unsatisfactory, primarily because the wording and labels used in the software and training materials were often unclear and confusing. You need to revise the labels on the dashboard and calling tools; terms like ‘Agent Status’ were not intuitive, making it hard to understand what exactly was expected or what actions to take next. When I contacted telephonic support to clarify these issues, the responses were often vague and failed to directly address the confusion caused by the unclear terminology. Even the training seemed to gloss over essential explanations, adding to the overall frustration. While the invoicing and payment process was clear enough, it could not compensate for the difficulties encountered using the product itself. The automatic updates sometimes changed terms or button positions without any warning or explanation, which further complicated matters. Ultimately, the experience left me with a feeling that the software was not user-friendly enough and your communication strategy did not adequately support users. These labeling issues should be a priority to fix for better usability and client satisfaction in the future.