I share the serious concerns about Podio support that many others have posted about recently. I started using the software in August 2017; and expanded it to several other areas of my company in Nov 2017. At that time I upgraded to the most expensive paid plan. I expected upon doing this I would receive faster replies to support tickets, but I absolutely *have not*.
Podio is great software, but I am having serious doubts about making my entire business rely on it. I have a couple of support tickets that have not been answered in over a month. There is also no one from Podio regularly active on this forum; and seems even less so in recent months. There also aren't many other users participating in the forum, which makes me wonder if others have given up on Podio... .
So far, my support inquiries were not critically urgent, but I do need a response in order to move forward on certain improvements I want to make in my Podio setup. I am really afraid what would happen if one day I do have a critically urgent issue. I am not at all confident that Podio staff would reply in a timely manner, or at all.
Two other factors that make me really not trust Podio:
- Their shutdown of the Beagle proposal platform with very little warning or explanation to users a couple of years ago. I am very afraid they could do the same with Podio one day. I was a Beagle user and am still upset I didn't receive a better explanation on why they shut it down. They also did nothing to give former users information on how to migrate to another system; or at least recommend another platform (It could have also been an opportunity for a referral partnership and Podio integration.)
- The recent service outage. I understand that these things can happen, and perhaps they did their best in the situation. However, the communication with clients was not satisfactory. Some technical explanation was sent out about what went wrong and how they fixed it. That's great and I appreciate the transparency. However, what really matters to most of us is that the company is willing to make it up to us when they screw up. Making a sincere apology and perhaps even a special offer in light of the hardship that the outage caused us would have gone a long way. For some people the outage cost thousands. They really could have been more sympathetic and gone further to try to make it up to us. Podio seriously needs to hire some professionals who know something about client satisfaction.
That said, I understand that Podio wouldn't offer the level of support of much more expensive software like Salesforce, where you even get a dedicated account manager. Still, I would expect something at least on par for other SaaS in the same price range; and I have to say in my experience Podio is really at the bottom. Still.. considering the affordability of Podio relative to its functionality, I I would be very willing to pay something extra for priority support. However, it doesn't seem that the option exists.
Does anyone know - is there a third-party company that offers support that I can pay for? Has anyone done this and do they recommend it? I want to know that I have a lifeline in case I have any issues that go above and beyond my level of know-how.
And, Podio, if you can't provide us better support, can you at least promise to communicate with us about the situation of the company and ensure us that Podio has a long life ahead of it? My own livelihood depends on it.
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