“Cost-effective tool”

Pros

The pricing feels fair overall especially with no contract required and the agreement terms are very clear and transparent. It can be costly if you only have a very small number of agents but once you have more than 100 agents, the pricing becomes quite reasonable. With per-agent pricing, you usually get locked into a minimum count and a contract so this setup is a nice advantage.

Cons

it is not very mobile-friendly especially for clients who are constantly on the road and rely on their phones. Paying an invoice from a mobile device is extremely difficult, almost to the point of being impossible. There are also several features that still need improvement. The good part is that you can submit requests for new features or upgrades and they do appear to be working on them, just not as quickly as I would hope. For example, you can send an invoice once but there is no reminder invoice template for notifying clients when an invoice is due or overdue. The AI also feels pretty underwhelming at this stage. I would want it to handle useful tasks like creating scripts or carrying out actions based on a ticket, instead of mainly rewording ticket text in a way that sounds robotic. It also lacks tone and often does not provide accurate information.

“Evolves constantly”

Pros

One thing that keeps me positive about it is how quickly the product continues to evolve. Since I started using it in 2022, they've kept pushing out meaningful improvements and making noticeable progress. They're also open to feature requests and in most cases the support team has been excellent to work with. Overall, it feels like a nearly complete system that covers the majority of what I need.

Cons

That same fast development pace can also create some frustration at times. With so many new additions coming out, it sometimes feels like earlier features are left only partially finished so a few tools don't end up reaching the level of polish or potential they should.

“Plenty of useful features”

Pros

Coming from another unified platform, this one checks a lot of the boxes for us. It includes many of the features we actively use and the biggest win has been being able to process ACH through Stripe. My previous platform never offered that and pushed us into using Worldpay instead. The interface also feels fairly up to date, even if it has a few quirky elements.

Cons

The chat-only support approach doesnt work well for me. Since it can be pretty asynchronous, if an issue doesn't get resolved during the chat, it may take a few days to get sorted out or sometimes even get lost along the way. The AI side also feels a bit overhyped and having to pay extra for AI credits is disappointing. I'm also not a fan of not being able to give my Business Administrator a PSA-only license.