Document Search Functionality Lacking

My review of Clio focuses on one "functionality" of Clio. When I was making my decision on which document management system to use, the search function, specifically the content search function was incredibly important to me as the previous DMS did not have a good search within feature. I told the Clio sales person that this was an important feature and I was told how incredible the feature is.

As I have used the product for nearly 16 months, I was noting that many of my documents were not populating in various searches I was running. I initially excused this as user error. When it became clear to me that I was spending far too much time looking for documents, I began to explore this further. (Here is one example: I was sitting in a mediation with a client and began looking for a document in Clio. My client found the document faster from her cell phone than I could using Clio because the document search I was running would not populate my document. I had to dig around through folders in my client file to find it, which is incredibly inefficient).

As I became increasingly frustrated with my inability to find documents, I finally reached out to Clio, first through the chat function. I explained my issue and was told that they could not help me through chat and that I would need to call them. I called them (5/22/23), and referenced my ticket number, but was forced to go explain everything again. I was placed on hold for at least 25 minutes, only for the support person to come back on the line and make it clear to me that she still did not understand the issue.

I performed a screen share to show her that what was going on was not user error. There is a glitch in Clio's system. It is not how I saved the documents. I was able to show her several examples. I also told her various ways the search functionality was far weaker than what was promised when I was sold the product. She could not assist me, but assured me that she would get back to me by the end of the day after connecting with backend support.

The email I received from her was that she still did not know what was going on. She asked for me to provide her with dates and times we could connect to do another screen share. I sent her those dates and times and she was not available and offered no alternative dates. She again tried to claim that this was user error and explained some of the most rudimentary things about document searches. Days later, and much time wasted, I have no resolution and nothing scheduled to correct this issue. Support takes too long to assist and get back to you.

Looking into other DMS now.