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How to get more out of customer support?

Been working on Insightly implementation for a month now. We are the first company in our country to buy insightly and start implementing it, which has turned out to cause us more issues than benefits. It seems that whatever I ask support, they either answer with incredibly basic information I already had, or when they realize that isn't what I'm asking for, they tell me about the idea and suggestion board. Hilarious. Same person continually leading me onto ideas and suggestions. 

Is there any way to milk more out of insightly support? I understand that we arent a prime client as we cannot afford onboarding and similar services, but what I am asking for are often very basic things and the answers that I am getting are really making me consider talking to management about whether insightly is the right choice. I am under pressure of making this a successful project but feel blocked at every step. 

Sorry for the rant, any advice from users in a similar situation would be very useful.

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  • Unfortunately, I do not have good news for you. When we started out, also the first and only in my country, I experienced the same with responses from support. They would respond with what always seemed like the next question on the problem diagnostic chart irrespective of what I said. This caused huge delays because we have a big-time difference as well. I then started escalating to our account manager who stepped in to facilitate and that has been a big help. Unfortunately, if you do not have a dedicated account manager you are screwed. Your best bet is to post in the forum and hoping other members have an idea on how to solve your problem.

    The idea and suggestion board really does not work because there are items on there over which people have been ranting for ages yet nothing is done. So obviously it is not about the most votes and also a very small percentage of the community actually keeps an eye on what is posted there. I personally feel that more can be done to communicate with their user community especially in the absence of an account manager. Companies tend to forget that free users are a huge pool of potential paying customers and treating them bad means leaving money on the table.

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  • Hi Anton,

    Thanks a lot for the reply. Same situation here - huge time difference, so literally a day is lost by the time I get a reply from support, and when the reply is so vague it really feels like a huge waste of time. 

    There is an account executive who sold us Insightly, and who has been helpful in solving one of the basic issues, but has become unresponsive in further issues. I have been considering somehow reaching out to someone higher up who will understand the issues and the benefits of taking care of a client such as us. Do you by any chance have any email address that could be used to address someone in management? I haven't had any luck finding any emails online. 

    What is shocking to me is the lack of interest in communication from Insightly, when I took over the implementation, I wrote to our account executive about our situation and the situation in our region of Europe. Salesforce is currently starting out in our region, and I went to listen to one of their seminars/pitches, I included information about this in the emails, as a indicator that we were keen on building a relationship with insightly. We are in a very specific business and work B2B and literally have one of the best networks in terms of contacts in the region, and can easily reach out to all the best companies around us, which could obviously be a huge resource should Insightly decide to tackle this market in any form. All of this I tried to communicate to them in hopes of finding common ground, only to find them completely uninterested in every possible manner. Only thing they were interested in is offering additional support options at a premium price. As if paying 1000+ dollars is peanuts. 

     

     

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  • Took me like 5 days to switch the user email address. Literally lost a week with support because their solution was for me to buy another user, change the emails and other information I needed, and then delete the user I don't need. Their idea was to then credit me the 1000+ dollars for a further insightly invoice. Freezing 1000$ for an email change didn't really seem like a great solution to us as you might imagine. 

    Funniest part of all is we decided to go with Insightly instead of Salesforce partly because we imagine the newer smaller service would probably be more dedicated to their users in terms of offering quality support, and that it would be a better fit for a small business. Oh how wrong it seems we were...

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  • Unfortunately, I do not have any other contact details beyond support and our account manager. I did, however, manage to get a VC session with senior management when we first experienced issues and this was arranged via the account manager. It really is a pity that your account manager is not very responsive to your needs because this is basically your primary and only link to the product team. I have also been able to communicate directly with the product team using this channel. 

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