I found the tool to be frustrating at times, myself I haven't used a dedicated CRM before - although I do have a highly technical background (I worked in the programming Industry prior) I thought I would take to it like a duck to water.

The issue for me was the documentation isn't complete, UI isn't always clear, no tool tips explaining buttons etc, also numerous bugs I've hit in particular Twilio, that hijacks your entire account and diverted every number of my clients to the CRM, luckly I picked this up quickly, but no mention of this or warning in the documentation. I had to change all the web hooks back in Twilio for every number all whilst all my clients customers were ringing into the CRM, talk about stress. I tried to call Converge Hub support number and no one picked up during this incredibly difficult time.

It's the little things that also get to me, like right now, I want to upload and create a 'call list' of say Plumbers in Manchester - I want to separate the entirely different campaigns. Whereas currently the system shows all leads - I can't progress forward, I've spent maybe 30 minutes hitting every function I can find - creating lists, trying to view leads only by which list they are in. In the end you submit a support ticket and wait maybe 6 hours for a response.

Now when you've got a sale agent billing you hourly, this is the last thing you want - if they just had a chat support widget you could contact them and they could help within 5 minutes. Can you see how a 5 minute issue can turn to a day offline.

That's the greatest weakness to the whole system. if they have a decent manned chat support it would be 5 star as the power is there.

When you want someone to adopt to your tool, then you need to hold their hand at the beginning as they are going through the CRM, onboard them correctly, as if I had to pay the full price that they are asking for non sumoling I would have surely thrown in the towel.

Sumolings drive will push through these issues and get to the bottom of the value, but I fear the lack of chat support will hinder the growth of the CRM - ticket support isn't enough - chat support is 101 for any serious SAAS I can't understand why they are not doing this. Lifetime value of a customer can be $10,000+ and converge hub is giving them the cold shoulder by saying your time and your business is not important enough for us to give you immediate support.

it's very tempting to give 1 star, but actually that wouldn't be fair as there is soo much value here and they do have responsive ticket support - but expect a steep learning curve. Chat support will become less relevant the more I familiarise myself with the system. Converge Hub please consider chat support