Response times were slower than expected and caused some extra effort
My experience with support and communication was mixed and required more effort than I had anticipated. While the personnel answered calls and emails politely enough, the responsiveness wasn’t as prompt as I expected prior to signing up. There were multiple instances where I had to follow up repeatedly before receiving a full response, which extended the time it took to resolve issues related to the call tools and database features. Additionally, some of the information provided during these interactions was not as detailed or clear as I hoped, necessitating further clarification. The invoicing and payment process was handled adequately, but when inquiries arose about billing specifics, the responses came with substantial delays. It felt like the support team was stretched thin or lacked sufficient resources to respond quickly and thoroughly. As a result, navigating initial onboarding and training occasionally felt more complicated than necessary. Despite this, the updates and the core software functionality themselves worked well once set up. I believe improved response times and more proactive communication would significantly lessen the effort demanded from customers. At present, the experience is functional but could be more customer-friendly by reducing the need for repeated prompting and clearer guidance.