Surprised by the slower support and less clarity than before
Having used other remote workflow platforms, I expected the telephonic support here to be just as responsive and clear, but that wasn’t entirely the case. Previously, when I called support, the assistance was immediate and they walked me through issues step by step without overwhelming me with technical jargon. But here, the wait times felt longer and sometimes, even after explaining the problem, I had to repeat details multiple times to different agents. It struck me as a bit of a communication gap. On the positive side, once issues were finally resolved, the explanations were correct and they did seem knowledgeable. The invoicing process was straightforward enough, matching my general expectations, which was a relief after dealing with support delays. However, the dialer tool sometimes lagged or didn’t properly sync with the database, which I hadn’t expected based on prior software I've used. The training was somewhat less interactive than I anticipated, and I found myself waiting for responses occasionally, slowing down workflow understanding. These aspects combined made this feel like a less polished experience overall, especially when compared to what I was used to. I concede the software performs acceptably, but for support and communication, I was definitely surprised by the downgrade in responsiveness and clarity.