Waiting was the standout issue

Waiting was the standout issue

Overall, the experience was a mix of good and frustrating moments mainly due to how much repetition and waiting happened during the pre-purchase sales process. While I appreciated the clarity of information available online about the software features, the time taken to connect and speak to a representative was longer than expected. Sometimes I had to explain the same question multiple times due to call transfers, which felt unnecessary and slowed down my decision-making. On the positive side, once the dialogue was established, the responses were helpful and informative, and I could better understand how the software’s calling tools would fit into my workflow. However, the delay in getting to that point meant I was less confident about the full onboarding process before committing. The waiting, both on hold and between steps, took away from the convenience that I hoped would be part of the entire experience. So while some aspects worked reasonably well, the pace and repetitive explanations stood out as aspects that could improve to make a smoother initial experience for users like me.