I can answer this question with a recent experience in mind, so I am fresh with feedback that is unfortunately a poor rating for Fuze. Overall, I have received some support, but it is frequently slow response time, not fully comprehensive, and not all technicians know how to answer questions about their own product. I will explain the experience below:
I called in on a Wednesday afternoon, had to sit through a hold period, then was asked a lot of questions (name, email, phone number, type of issue in detail), after which I was told someone would get back to me with a ticket number and reply to my issue. After discussing further, we escalated the ticket number to a P4, which requires quick attention of 2-12 hours (instead of 48 hours). After 20 hours go by unanswered, I decided to call Fuze again, and the same support person answered the phone, but denied that my ticket was a P4, and that was why I never got a response. I finally did get a response to one of my two questions. My second question was not answered. I emailed back and after some email tag, Fuze called me (at this point, a full 26 hours after my initial call for support.).
I wish I was kidding when I say that I spent 1 hour 45 minutes on the phone with Fuze support!~
That is not good at all. First I had to re-explain my question, which was more about finding which features of the Fuze meeting online would best meet our needs for an upcoming webinar. The problem is two-fold. First
, you have different labels and different interfaces between your computer application of Fuze, and your in-browser Fuze client. You should not have differences between the functionalities or the wording of your products. One says "Open, Private, Large meetings" The other says "webinars". The UX/UI is horrible on the drop-down menu of the "Meetings button. It is not intuitive that "Meeting List" is clickable and expands if it is grayed out text. Just take a look at the colorings of your text as it makes a big difference to intuitively understand if something is clickable or not. If I have missed calls, I should be able to do a one-click "mark all as read" so that I don't have red notifications every time I open this on my phone or in the app. Furthermore, please make a developer change that "Chat" function on a meeting can be turned on or off. Sometimes it is not something we want or need and should be an option available but not permanently on by default.
Secondly, Your Fuze support staff should know your product inside and out. Why did we spend ONE HOUR 45 minutes on the phone together? Because your support person did not directly know that there are different functionalities between the Open and Large Meetings, that it also appears different when you use Chrome vs Firefox vs the Computer application. We spent all of that time creating sample meetings and testing them on different browsers and permissions. Did you also know that an attendee can be promoted to presenter but cannot share their screen (what is the point of having a "presenter" status then?!) These functionalities and features should be presented in a more simple way when I choose how I want my webinar to perform. A simple On/Off switch for all of them (especially chat-for-all, vs private chat) would be fine without confusing us with "Open/Large/Webinar" jargon. The fact that the support technician and I had to define all of this was absurd!
On the plus side, everyone I have spoken to with Fuze is very professional. I have spoken with Dez, Jesse, Atul, and Sando in the past 2 months, and they are all good listeners and understand my issues. But it is not enough. If there are features that your users (your customers!) are having problems with, then escalate it to remedy with your designers and coding to make these functions easier! Please!