Exclaimer - Terrible Support / Works great unless you need help.
October 24, 2022

Exclaimer - Terrible Support / Works great unless you need help.

Jason Grilo | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Exclaimer Cloud - Signatures for Office 365

Overall Satisfaction with Exclaimer

We started to use Exclaimer in May of 2022 during a re-brand of our company. I sold it to our company as a wonderful way to ensure consistency across all employees with their email signatures. I also promoted the use of having marketing promotions being added with ease and even scheduled.

Pros

  • Easy cloud signature designer
  • Easy setup/integration with O365
  • Great integrations with onprem AD

Cons

  • In my opinion, TERRIBLE customer support - no humans
  • no phone support - or very hidden
  • Works great until you have a problem and need help.
  • time saving with updating signatures
  • consistant/professional branding in emails.
Easy to use product and setup wizard was a breeze.
Currently we have not benefited from this ability as when we have changed our templates and added a promo signature its not coming up properly for our end users. I've waited around 1 week now for Exclaimer support to assist me with no help. We are half-broken and its not helpful.

Do you think Exclaimer delivers good value for the price?

Yes

Are you happy with Exclaimer's feature set?

Yes

Did Exclaimer live up to sales and marketing promises?

No

Did implementation of Exclaimer go as expected?

No

Would you buy Exclaimer again?

No

In my experience, everytime we have needed support, they were difficult to engage and every ticket took way too long to resolve. 50% of the time I ended up needing to resolve on my own while waiting for them.

Exclaimer Support

In my opinion, every interaction has been terrible thus far. Very long wait times for replies and no one willing to talk to you on the phone. Upon finally getting someone to agree to a remote support session, you usually have to pick dates 3+ days ahead before someone will send you a teams invite. Then during the agreed meeting time, the technician no-shows and not one person to escalate to.
ProsCons
None
Slow Resolution
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
No, and don't believe there is even an option? at least this was never explained to us.
Nope. since day 1 I cannot list 1 single experience. 6 months in.

Comments

  • Jacob Spencer-Fry | TrustRadius Reviewer
    Jacob Spencer-Fry
    (Vendor Representative) commented 2 years ago
    Hi Jason, Thank you for your honest feedback! We are so sorry to hear about your negative experience. Please know that we strive for all of our customers to have a great experience when using Exclaimer. We really want to see you succeed with your email signature requirements using our products. To this end, we would be more than happy to book some time with our customer success team to assist you. Please do let us know if this is something you'd be interested in and we will get this scheduled for you. Best wishes, Exclaimer

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