You lost me completely when problems started
I need to be straightforward about how your support handled the time when things went wrong. At first, I appreciated the telephonic support because it seemed they were ready to help, but the moment I encountered technical issues mid-week with the dialer crashing, the feeling changed completely. You seemed not to have a clear process to track down problems or update me regularly on what was happening. I was left repeating myself to different agents, which was frustrating. If you want customers to rely on your software for their work, you really need more consistent communication. I tried a few chat and call attempts but no proactive follow-up was made. A positive was that the initial onboarding was smooth, and I did like that part. However, this experience made me doubt how invested you are in fixing real-time issues. After all, I needed you most then, but it felt like I was left on my own to figure out workarounds. A better approach to handling errors, with faster updates and clear responsibility, would make a big difference.