Your support matches my work hours, but communication needs serious improvement
I must say the telephonic support was at times accessible during my working hours, which is the silver lining I appreciate. However, your overall communication is disappointing. Often, when I called or emailed, the response was delayed beyond my working hours, and that hurt my workflow. The support team seemed not aligned with my actual schedule, causing inconvenience. Some of the instructions were clear, but mostly I found myself waiting without updates. I expected a more proactive approach especially since your software requires hands-on help in the early stages. Additionally, the automatic updates sometimes disrupted my work, and I needed real-time assistance which was hard to get. It feels like your support is there in name only during the hours I actually need it. To improve, you should definitely realign your support hours with your user base’s timings and improve communication channels to be more responsive and clear.