Support required more steps and waiting than expected
You need to understand that the telephonic support took more effort than I had hoped. I found myself repeating the same information multiple times because different agents did not seem well-briefed on my earlier queries. Every time I called, I had to start from scratch explaining my problem, which led to some frustration. Though the staff were courteous, the waiting time on the phone was sometimes longer than anticipated, especially during peak hours. When I finally got through, the resolution process wasn’t immediate and required back-and-forth emails as well. I appreciate that the automatic updates to the software were generally seamless and reduced some need for support, but for billing and account queries, this was a clear weak point. Considering the effort I had to put in just to get answers, I expect to contact you again for future assistance. It felt like the communication channels could be better coordinated so that I wasn’t spending so much time on every call. If this aspect improves, I would likely feel more confident using the software and services longer term.