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by kgrin
3928 days ago
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I like ZP (now Gusto), I really do, but their support over time has been lacking (and it feels like it's degrading), and as a customer I'm growing increasingly concerned that they're growing too fast to keep up. Granted - I'm a tiny account (3 employees). That said, it's frustrating that it takes weeks to get answers to questions (some simple, some less so). When I finally do get someone's attention, the resolution is generally a good one, but it just feels like they're flat-out understaffed on the support side - which is disconcerting when dealing with things like payroll, taxes, etc. I certainly wish ZP all the best, and perhaps this expansion into new lines of business will help them hire more support staff... but a part of me feels like, "guys, get your house in order first before your start expanding." |
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I can't tell you how sorry we are to hear about this issue and there's no excuse for the delay in our response. Please rest assured that your business (no matter how small) is incredibly important to us. In fact, because your company is small, we especially want to be there to help!
We have been particularly busy lately on the support side, especially with the launch, but again, that's no excuse. We hold ourselves to a certain standard of delight on product, support, and overall customer experience and we didn't deliver on that for you. We should and can be better.
We want to let you know we've done a ton of hiring lately, in addition to opening up an office in Denver that is focused specifically on support and care. As a result, these kinds of wait times should not continue going forward.
One of our team is looking into your case and should be responding shortly. We are always committed to getting better and appreciate you giving us the chance to prove that. Thanks and again, we've very sorry about that.