support service could better match working hours
The telephonic support provided by your team has some strong points, such as knowledgeable staff and a willingness to assist when I finally got through. That said, I found the timing of availability less accommodating to my actual working hours. During peak times, particularly in the evenings, it was difficult to reach someone promptly, which meant I had to adjust my schedule or handle issues on my own for a while. While your email responses were helpful, they sometimes lagged behind the pace needed for real-time problem resolution. On the positive side, once connected, the support was generally clear and effective in explaining the database functions or resolving dialer issues. I am aware that different users have different hours, but the relative narrowness of your support window limited the usefulness of this feature for me. It would be beneficial if support hours could expand or self-help resources on the portal improved to justify the asynchronous help better. Overall, I think you cover important aspects well but fall short on accessibility, which is crucial for those relying on timely intervention throughout their varied working day.