You need to rethink your support steps
Honestly, your support process was frustrating and didn’t help at all. When I first encountered an issue, I expected a logical series of troubleshooting steps to guide me, but what I got was disorganized and did not follow a sensible order. The telephonic support kept repeating the same basic suggestions instead of advancing the diagnosis. It felt like they were reading from a script rather than actually understanding my problem, so I wasted a lot of time explaining again and again. The updates also didn’t fix anything on my end, which made me doubt the automatic update system’s reliability. The onboarding was okay but when problems arose, your support wasn’t equipped to handle them efficiently. I also found the invoicing process confusing and the payment process wasn’t made simple. For a paid service, this level of support is unacceptable. You need to improve the flow of assistance and ensure your representatives can better address issues logically and quickly. At this point, I’m stuck with software that doesn’t work properly for my needs and a support system that leaves much to be desired. You must seriously rethink how you handle customer problems from start to finish.