Provide some real time tech support. So much time wasted trying to trouble-shoot without a live person who has technical expertise.
The user guide does not provide much help when trying to trouble-shoot an issue. Frustrating to have to wait 48 hours to get a question answered.
Thank you for taking the time to submit your feedback! Please know that we are actively working to improve our Support processes and resolution time. We just recently implemented a new Support tracking tool that will help with these issues. You may submit a case online at https://omaticsoftware.freshdesk.com/support/solutions or by emailing us at firstname.lastname@example.org. You will notice this new tool also has a Knowledgebase but we are still working to get all of our existing solutions moved over so don’t be surprised if all of the content you are accustomed to is not there yet.
In addition, we are in the process of identifying a new phone system that will help ensure a live analyst is always reachable, rather than relying on our current voicemail system.. We hope to go live with that system in the next couple of months.
In the meantime, please feel free to reach out to our Director of Customer Success directly if you are not getting the assistance that you need. Her name is Jennifer Neher and her email address is email@example.com.