Usage by more than 1 person at a time isn't possible on the same content: we've had lots of work get lost if more than one author is in the tool at the same time, where work is getting overwritten and totally lost. This has happened two times and resulted in having to work entire weekends to re-do lost work. It is a real problem and will limit how extensively we use the tool. It also is something that Inkling
Roadmap is unclear: uncertain where the tool is going and issues raised to the company don't seem to be considered for future enhancements.
Support: The length of time it takes to get answers to questions / challenges is often unacceptable and not business friendly; also, who answers the question on the support team greatly impacts whether or not your question is actually answered. Too often -- I've had content from the user guide simply copied and pasted, and it doesn't have anything to do with what I'm asking. So realistically it can take a few business days to get an answer - which often is too late. There aren't any customer forums or helpful online information, which is frustrating.
Escalation of issues is challenging to impossible: there is no next level of support beyond sending an email to the support team.
Data tracking and usage data is limited: while you can embed video - which is a good user experience -- there is zero tracking on the videos -- which limits the usefulness of this tool.
Updates: to get updates to existing templates, this is a paid-for service that requires an SOW. That means there are different versions floating around -- even withing our own organization.
Licensing: we were unaware we would need to purchase "review" licenses for stakeholders to come in and review content before it is published. That should be part of the overall service -- and it should be easier to manage those.
Review collected by and hosted on G2.com.