Support Communication Needed Much More Clarity and Patience
You really need to improve how clearly you explain things to your customers. When I called support, I found it very frustrating that the steps they gave me were confusing and sometimes contradictory. I had to ask multiple times for simple clarifications, which wasted my time and made me doubt the whole onboarding process. The explanations felt rushed and incomplete, leaving me to figure out some parts on my own. The dialer setup, for example, was glossed over without much detail on troubleshooting common problems. On the one aspect I can give credit for, the telephonic support was at least available promptly when I called. However, simply being available isn’t enough if the communication is not clear. I feel that your company could benefit from training support staff to be more patient and thorough in explaining technical steps especially to new users of remote workflow software. If your goal is to help clients get up and running smoothly, this is an area you need to focus on seriously.