Zero tech support or customer service kills the product
December 19, 2022
Zero tech support or customer service kills the product
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Algolia
Improving search for e-commerce. Fast results from large index, plus suggested and product recommendation. This improves navigation and product discovery for users (shoppers), and shortens time to product pages, and time to cart, to increase conversions. We need a rapid solution that can meet the needs of a large catalogue and users searching across lots of disparate categories
- Indexing
- Speed
- Suggested
- Tech support is non existent
- Customer service doesn’t respond
- Faulty billing platform
- Service can be blocked without warning
- Search
- Recommend
- Affects conversions (uplift when working, huge drop when service is down)
- AOV (average order value increases when service is on, huge drops of hen service is down)
- Negative UX when service down
At the time we did a TD on a number of different solutions, and Algolia was selected for its features and functionality. Why we couldn’t account for at the time was the lack of customer service and tech support, or problems that would regularly and repeatedly occur within their billing platform etc.
Do you think Algolia delivers good value for the price?
No
Are you happy with Algolia's feature set?
No
Did Algolia live up to sales and marketing promises?
No
Did implementation of Algolia go as expected?
No
Would you buy Algolia again?
No
Algolia Support
Pros | Cons |
---|---|
None | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
Yes we’re on the Premium tier plan- but as far as I can see there is no Premium dedicated support. So no way to access the support needed, or get the response and resolution that you want. I wish I could upgrade to premium support, then maybe I’d get a response
Yes - I reported the bug, which was one that could be resolved quickly but it required their response and actioning something on their side. I waited and waited and no response came, meaning my service was down and the application was blocked for days causing huge business disruption. I wish I knew this before going with their product
No I can’t