What’s actually been helpful is that I’ve stopped having to ask merchants to repeat themselves. A lot of them start in chat about a payout that failed or a shipping label that won’t generate, and then they call five or ten minutes later with more details. Before, whoever answered the phone had no idea what had already been said in the chat. Now the entire thread is right there when the call comes in. I can see the order number, the error message they pasted, and the last reply, so I can jump straight into checking the account instead of making them tell the whole story again. Review collected by and hosted on G2.com.

Reporting still feels pretty basic for the kinds of patterns I need to track. I can see call duration and how many calls come in, but if I want to break things down like how many payment-gateway issues versus theme conflicts we handled in a given week I still end up exporting the data and sorting it myself. The desktop app also slows down at times, especially if I’m in a long chat and a call comes in at the same moment. The mobile app is fine for quick replies, but it’s not ideal when I need to scroll back through a longer case while I’m away from my desk. Review collected by and hosted on G2.com.