You need to seriously improve how everything is explained
I really want to start by saying that the idea behind your training and onboarding program is good, but you really dropped the ball on execution. Your explanations were confusing and sometimes contradictory, which left me more frustrated than helped. The videos and tutorials felt rushed and didn’t go step-by-step enough for someone who isn’t already very tech-savvy. The good part was, when I finally got through the basics, the software itself seemed quite powerful, and your telephonic support was patient and willing to try and help, which I appreciated. However, the bad side seriously overshadowed this because the unclear instructions caused a lot of wasted time and multiple calls to your helpline. If you could make your onboarding process clearer, maybe with more detailed, paced guidance and better resources before training, it would be much easier for people to follow. Right now, I feel like I’m stumbling around trying to learn something that could be simple if you put a bit more effort into how you explain. Honestly, this definitely needs urgent attention if you want more satisfied users.