Product is ok, customer service horrible since 2010
I've been working with the product in full time positions and as a consultant since 2010 and at no time has their customer service or their account management approach improved. They have terrible practices and repetitively ignore customers until you're pushed to the point of demanding a response (often you have to have to be curt just to get them to pay attention). They routinely employ only the least knowledgeable staff as account managers, leaving more experienced ones to other roles, so the AMs are nothing more than switchboards who take huge lengths of time to connect you to someone who can answer your questions. For the last 15 years, this company has been an example of how NOT to run customer service. It's unfortunate that they're such a major player because companies like mine simply have to take it and micro-manage even the simplest question or issue that their online knowledge base can't address. Abysmal.
By Jess M.