SAAS_ReviewsQ: I just purchased the tier 5 of this Deal, and I have to say, the onboarding process has been a complete disaster.
First off, the invitation link kept throwing errors non-stop.
When I reached out to support, it took them 2 whole hours to tell me to copy and paste the link into my browser. What’s the point of sending an email if I have to do this manually?
Next, I invited a client only for their status to remain as ‘pending’ with a message stating that the invitation was created but not sent. There’s no live support available, and so far, your overall support has been painfully slow.
I tried revoking the client invite and re-inviting them, but guess what? “Some errors occurred.” It doesn’t end there – now it’s showing that my Business Identity hasn’t been verified for my organization. Sure, it’ll be cleared in 48 hours as you claim, but that doesn’t make up for this terrible user experience.
Honestly, I feel like I’m all alone in this app doing nothing but staring at error messages left and right!
No one seems to be replying… This is beyond frustrating!
https://support.qwil.io/hc/en-us/articles/360008866237-I-see-a-blank-page-when-clicking-accept-invitation
From our help centre
https://support.qwil.io/hc/en-us/articles/360012221977-Invite-client-users
To invite clients
We pride ourselves for our support and onboarding so have investigated with our team. Although most responses are usually with 15 minutes, unfortunately your message for help was answered 50 minutes later (but not two hours as you mentioned). There was only one email so we assumed the recommendation worked? We remind you this is on a Saturday outside of business hours. We provide support by email and thousands of help articles on our zendesk.
For the record, I include the messages we received below from our help center. It Is really unfortunate that you had issues with accepting the link which is beyond our control, but we are glad that you manage the to accept your invitation and change your branding. The business verification documents have been received at 7:04pm and we will review and will accept later tonight - give it 2-3 hours as the team will log in to do so.
Zendesk Transcript.
Alex Evans
Today 17:46
(assign)
Hi Ujwal,
Could you try right clicking on the button in your email and copying the link into your browser before accepting the invite.
Regards,
Alex
ujwal
Today 16:55
Hi there,
Everytime I create a username and password it says me there was a problem accepting invitation.
Can you please help.
Regards,
Ujwal
Again i can only apologise and we take your feedback seriously. You have the ability to obtain a refund if Qwil Messenger is not for you.
Best,
Laurent
and your business verification has been done well within the 48h time frame. Your tenancy has been updated.
thanks again for your patience
Laurent
Hi Laurence,
I hope you’re having a fantastic Sunday! I just wanted to express my appreciation for the speedy responses here on App Sumo. You’ve been incredibly helpful and patient when addressing my concerns, and I’m grateful that all issues were resolved within 24 hours.
In fact, your quick responses during our initial conversation encouraged me to purchase Qwil. However, when I faced some challenges during the onboarding process, I thought it would be best to reach out for assistance here.
Here are a few suggestions that could further enhance the customer experience:
Sending an automated email confirming receipt of a support ticket and providing an estimated resolution time would be helpful. While I didn’t receive a response after 10 hours regarding the invitation issue I sent yesterday, I’m glad it’s now resolved.
The fact that we’re communicating shows my genuine interest in using Qwil for my business. Improving the consumer experience will only strengthen our relationship.
Advising clients to copy and paste the invite link might not be ideal, especially on mobile devices. One client mentioned that the invitation page wasn’t mobile responsive after accepting it from their email.
Qwil has impressed me with its feature-rich platform, so improving these areas will only make it even more impressive!
Overall, I believe in Qwil’s potential to help grow my business significantly. Ensuring a positive user experience is essential for any SaaS venture, and I look forward to seeing how Qwil continues to evolve and improve.
Thank you once again for your time and understanding – keep up the great work!
Best regards
Hi ujwal
Thanks for your last comments. We take all feedback seriously and it is not because we are an established company rather than just starting of, that that is changing so appreciate your comments.
We are not happy about a few users having to paste in the link in browser - 99..9% of the time is is not the case and we have had at least 2 here. if you could reach out to us again on our help centre just to give details of your mail provider, what you use to read them (outlook?), which browser and maybe mobile then we will investigate further.
The email received contains a long encrypted link for security ( a new one is received every 24 hours)
Have a great day. Laurent