Cute and easy to use, but customer service is asleep.
January 14, 2023

Cute and easy to use, but customer service is asleep.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gusto

We used Gusto for six years. We used it as payroll software as well as benefits administration and brokerage. It was our one stop shop for HR.

Pros

  • Graphic Interface is very cute and pleasant to look at it.
  • They make everything really simple.
  • Super intuitive to use.

Cons

  • The customer service is ridiculously slow.
  • The customer service is not always helpful.
  • The benefit administration is lacking in value.
  • Easy payroll.
  • All in one product.
  • Visually attractive.
  • Saved time on onboarding.
  • Wasted time waiting on customer service.
In terms of GUI, Gusto is well-made. It's much prettier than APS and Bamboo. Bamboo and APS both have a lot more capability and, thus, are a little more complicated to use. Bamboo does not have a built-in payroll, though they do have a partner. We ultimately ended up going with APS instead of Gusto.

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?

I wasn't involved with the selection/purchase process

Did implementation of Gusto go as expected?

I wasn't involved with the implementation phase

Would you buy Gusto again?

No

If you have a small company with a straightforward payroll, you could consider Gusto, especially if you want to be as hands-off as possible with a system that does most of the work for you. If you value responsive customer service and engaged benefits management, Gusto will not make the cut.

Gusto Feature Ratings

Pay calculation
8
Benefit plan administration
3
Direct deposit files
5
Salary revision and increment management
Not Rated

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