The support team has been very helpful with any questions I have about their product. They are extremely responsive in getting back to me right away! It's hard for small companies like ours (under 100 employees) to justify spending so much money when there isn't an ROI yet. We've tried other solutions but they never seem as user friendly once you get past onboarding. Our biggest problem was that we didn't know how long it would take us to reach our goals of increased customer service satisfaction. Having this tool allowed us to see exactly where each department stood compared to others within our organization. This helped identify areas of opportunity which could be addressed by hiring more staff members/resources.