Item: Gusto
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Gusto for payroll. We subscribed to the Concierge service level because we had had problems with customer service at previous payroll processors. The subscription levels are changing, so we are unsure how this change will affect their service. We also switched our 401(k) administrator to be the one integrated with Gusto.

Pros and Cons

The self-service aspect of the software is very nice. We rarely need to get customer service involved.
For the first 2 years of our subscription to Gusto, customer service has been good when we needed it.
We have also had good experience with third parties recommended by Gusto including a 401(k) administrator, R&D tax credit analyst, and background check software.

Gusto has frequently updated its software and moved things around. It is frustrating to constantly hunt for things when they are not where they used to be.
Gusto just changed its subscription levels and though it remains to be seen exactly how this will affect us, it seems like the change is less service for more cost.
Gusto will make deposits to our bank account for refunds of various taxes but does not give any detail regarding exactly why we are receiving the deposits.

Most Important Features

Self-service
Good customer service
Acceptable price

Return on Investment

Gusto's concierge service allowed us to delay hiring of an HR specialist
So far, Gusto has kept us in compliance with state tax laws
Gusto has recommended good third-party services

Alternatives Considered

Zenefits

We left Zenefits for Gusto after Zenefits bungled tax payments to multiple states and had terrible customer service when we were working to get this corrected. So far we have not had similar issues with Gusto. Also, the customer service reps from Gusto are based in the US so I can understand what they are saying on the phone.

Key Insights

Do you think Gusto delivers good value for the price?

Yes

Are you happy with Gusto's feature set?

Yes

Did Gusto live up to sales and marketing promises?

Yes

Did implementation of Gusto go as expected?

Yes

Would you buy Gusto again?

Yes

Likelihood to Recommend

Gusto has worked well for us as a small company. I've heard that as your employee count increases, Gusto may kick you off of the platform. It was particularly useful for us because at the time of implementation we did not have an HR specialist on staff, so we were able to use their HR specialist as part of the Concierge package.

Best Solution So Far

Overall Satisfaction with Gusto