{"id":14977,"date":"2024-07-10T14:21:19","date_gmt":"2024-07-10T14:21:19","guid":{"rendered":"https:\/\/pumble.com\/blog\/?p=14977"},"modified":"2026-04-03T13:00:09","modified_gmt":"2026-04-03T13:00:09","slug":"software-support-red-flags","status":"publish","type":"post","link":"https:\/\/pumble.com\/blog\/software-support-red-flags\/","title":{"rendered":"The Red Flags of Software Support & What to Look for Instead"},"content":{"rendered":"\n

Whether you\u2019re running a remote-first business or your employees are all on-site, you\u2019re probably using some kind of internal communication software<\/a> to keep everyone from having to email or, worse, call<\/em> each other whenever they need something.<\/p>\n\n\n\n

After all, using a messaging app is certainly less inconvenient than sending emails back and forth.<\/p>\n\n\n\n

But, what do you do when this crucial piece of software fails you?<\/p>\n\n\n\n

Well, you call support \u2014 and hope for the best.<\/p>\n\n\n\n

Unfortunately, as many of us have already discovered, requesting support from software providers doesn\u2019t always work out how we want it to.<\/p>\n\n\n

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\"The_Red_Flags_of_Software_Support-cover\"<\/figure>\n<\/div>\n\n\n

When software support is less than helpful<\/h2>\n\n\n\n

Picture this: you\u2019re going about your business as usual. In fact, today is an especially good day.<\/p>\n\n\n\n

You get your work done in record time and go into your team communication app to share the results<\/a> with your team in a neatly organized document.<\/p>\n\n\n\n

To your utter disbelief \u2014 the app refuses to send it.<\/p>\n\n\n\n

You try again, and the software crashes.<\/p>\n\n\n\n

After booting the app back up, you see a server error message.<\/p>\n\n\n\n

You restart the program, only to find that you\u2019ve been logged out of your account.<\/p>\n\n\n

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\"WHEN<\/figure>\n<\/div>\n\n\n

At this point, you shudder to think how the app will behave in an hour when you attempt to share your screen<\/a> during a video call with your team.<\/p>\n\n\n\n

Still, you refuse to throw in the towel!<\/p>\n\n\n\n

Instead, you do the sensible thing and contact the app\u2019s support team.<\/p>\n\n\n\n

Unfortunately, many software support teams suffer from the same quality issues, or red flags, which might make the process of seeking help more difficult than it should be.<\/p>\n\n\n\n\n

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\n Free team communication app<\/span>\n

Improve collaboration and cut down on emails by moving your team communication to Pumble.<\/p>\n\n

\n Sign up<\/a>\n\n <\/div>\n <\/div>\n\n
\n \n \n \"Illustration\"\n <\/picture>\n <\/div>\n<\/div>\n \n\n\n\n

Red flag #1: A lack of availability<\/h3>\n\n\n\n

In the world of business communication software, good help really is hard to find.<\/p>\n\n\n\n

Though most SaaS companies boast about having a response time of under an hour or two, many of them have automated that process with bot replies.<\/p>\n\n\n\n

You\u2019d be hard-pressed to find a messaging software company that has real people manning the phones.<\/p>\n\n\n\n

Even the ones that have support staff on call may not get back to you for days or even weeks after you first report your problem.<\/p>\n\n\n\n

On top of that, according to Jovana Subasic<\/a>, the Customer Experience Training Manager at CAKE.com<\/a>, many of the biggest names in the industry don\u2019t even offer support services to all their users:<\/p>\n\n\n\n

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\"jovana<\/figure>\n<\/div>\n\n\n\n
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\u201cFew people realize that some of the biggest providers of business communication and collaboration software on the market only offer support services to paying customers.\u201d<\/em><\/p>\n<\/div>\n<\/div>\n\n\n\n

<\/div>\n\n\n\n

But, don\u2019t non-paying users also deserve functional software?<\/p>\n\n\n\n

Besides, even paying users sometimes get short-changed when it comes to support \u2014 some companies limit the number of incidents users on certain payment plans can report on a yearly level.<\/p>\n\n\n\n

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\ud83d\udca1 PUMBLE PRO TIP<\/strong><\/p>\n\n\n\n

Speaking of payment plans, did you know that our team communication app, Pumble, has 3 pricing tiers you can use to upgrade the free version of the app? Check out our pricing page to learn more:<\/p>\n\n\n\n