“Sadly, support is getting worse”

Pros

I'm grateful that I can contact support any time I need help during business hours. Amanda Young was absolutely fantastic on the phone. she did more than answer my original question and even walked me through related issues I hadn't thought to ask about. I walked away from that call having learned more than from any other support experience I've had to date.

Cons

Over the last year or so, customer support has really slid compared to before late 2022. Responses are taking much longer now and promised callbacks rarely happen. I've been waiting for our account rep, Janice, to return my call and I'm still getting nothing. It's maddening when I'm trying to gather answers for my team and we can't get timely help.

“Can do a lot, but has bugs”

Pros

What I like most is how configurable it is. compared to a lot of other platforms I've used, nothing comes close to this. The payroll module performs reliably, and employees have access to pretty dependable self-service tools as well.

Cons

I'm frustrated that the development team keeps rolling out new features while leaving important bugs unaddressed. The 'share and perform' parts are especially unreliable at the moment and it feels like they're prioritizing the rollout of a new community center over repairing issues that are already causing problems.

“Rep worked hard for my client”

Pros

I appreciate how my rep Cindy went out of her way when one of our clients was behind on their 2022 1095 filings, she put in long hours, making sure everything was submitted correctly and that we still hit the filing deadline.

Cons

I'd love to log in once and have access to both FSA/HSA/HRA and COBRA from the same account but right now that's not supported, which is a frustrating extra step for my workflow.

“Best support team”

Pros

Whenever I reach out, the customer support team has been outstanding and I want to especially acknowledge Sherry Davis.

Cons

Keeping track is tricky because different representatives handle each state, which I find confusing at times.

“Simple to use with good tools”

Pros

Payroll tasks have gotten a lot easier since I started using this system. I can easy through weekly payroll runs without dealing with headaches. It offers a strong suite of features and I find the reporting tools particularly powerful. The whole interface is very interactive and easy to get around.

Cons

I haven't yet had the chance to go through all of the tutorials, so I'm still learning and discovering the full range of what this tool is capable of doing.

“Friendly & helpful on the phone”

Pros

Whenever I call the phone support team they're always so friendly and helpful no matter who answers. The rep I spoke with today was exceptional and went the extra mile to fix my issues, even taking care of several additional things I hadn't even mentioned or asked about.

Cons

I've found the support structure a bit tangled because over the last year and a half I've dealt with many different people, which makes things confusing. It would be far more convenient to have a single dedicated contact who could manage everything for me instead of being shuffled between multiple staff members. That being said, I will add that everyone I've talked to has been genuinely friendly and eager to help.

“Helpful when you call”

Pros

It's great that whoever answers the phone can actually resolve my questions on the spot and I usually don't have to wait around for someone to call me back.

Cons

Figuring out who our real representatives are is frustrating when we need help with anything beyond payroll. I end up unsure who to contact.

“Always getting better but is tricky”

Pros

I really like how the team continually improves it and frequently introduces new features and capabilities.

Cons

When I first started using it, its difficult to use. there are so many tools and settings that it can easily become overwhelming at the beginning.

“Good human resource tool”

Pros

I love the visual elements and ease of navigation in iSolved, and it's always exciting to see my paycheck details.

Cons

I'm frustrated that it takes a while to see my hours and pay information on the site.

“isolved: it's pretty good”

Pros

The extensive features of iSolved for payroll, HR, and HCM are impressive.

Cons

I've given feedback about the clunky navigation and outdated features like New Hire Reporting. I'd like more options for regenerating reports.

“Not for small business”

Pros

I don't have any specific positive remarks to make about iSolved at this time.

Cons

I'm concerned about the high costs, especially for startups or restaurants.

“It serves me well”

Pros

iSolved's payroll product is truly top-notch and has saved me a lot of time processing payroll.

Cons

I think iSolved is great. I can't think of anything negative to say.

“Best HCM EVER!”

Pros

I'm overall very satisfied with iSolved's functionalities.

Cons

I had some trouble learning how to use it at first, but I believe it'll be valuable in the end.

“Easy to use and fast help”

Pros

I think it is really easy to get around and on the rare occasions I've needed to contact support they've always resolved my issues immediately and without any issue.

Cons

Although some account actions such as changing tax rates or assigning GL codes can only be completed by isolved staff, I actually view that as a benefit since they have the hands-on expertise and know exactly how every component connects and operates together.

“Streamlines New Employee Setup Process”

Pros

I can obtain the assistance I truly require while training new employees and managing certified payroll procedures.

Cons

Not having a dedicated support contact or a direct phone number makes it frustrating for me to obtain rapid assistance when problems occur.

“user friendly but needs fixing”

Pros

I've found the payroll and HR tools surprisingly easy to work through, the layout feels user-friendly and I didn't have to spend much time learning how everything works.

Cons

The updates are inconsistent at times. As an employee, I end up logging in quite often otherwise I'll get locked out of the system which becomes frustrating when I'm trying to get work done.

“Everything works well together”

Pros

Having payroll and benefits combined in one system is amazing, it truly simplifies processes and saves me so much valuable time.

Cons

Its difficult to use for newer team members, it really takes them quite some time to become comfortable using all the features and workflows.

“Has everything but is messy”

Pros

an all-in-one solution. While the backend runs on a pretty sophisticated setup, my team still thinks it's very easy to use. There are so many capabilities built in that I'm constantly stumbling upon new features and conveniences. Payroll reporting is simple to work with, and I can tailor reports to meet whatever needs I have. I'm a big fan of the time clock. it automatically records employee hours and moves them into the payroll grid easily with a host of settings to tweak. The onboarding email system is great too, automatically sending personalized messages at each stage of the onboarding flow.

Cons

I find the interface cluttered with too many tabs, and it would be great if I could pin the ones I use most so I didn't have to keep hunting through menus. It took me ages to get comfortable using the whole system and tracking down useful training videos has been frustrating and time-consuming. Often I end up searching multiple places for quality tutorials, which makes onboarding myself and new hires more difficult than it should be.

“Rep is fast to answer”

Pros

What I most value is how quickly my account representative gets back to me.

Cons

I prefer getting personal emails from a real person rather than the standard automated responses when I ask questions.

“eexcellent help and good tools”

Pros

I'm impressed by how quick and helpful the support team is and I feel the product's capabilities match exactly what today's companies require to accomplish their daily tasks.

Cons

Honestly, I struggle to find any significant issues, whenever I need help, the support staff reliably steps in and resolves things for me.