Lacks quality customer service and recruitment panel
October 08, 2019

Lacks quality customer service and recruitment panel

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

Overall Satisfaction with Optimal Workshop

We used Optimal Workshop several times on the product and platform team for tree testing, which assesses find-ability within the labeling and structure schema. We run a B2B site, so it's important to collect data from the appropriate user segments. Unfortunately, this tool fails in many ways, especially the recruitment service and customer service.
  • Usually, data collection is quick.
  • It's cheaper than other tools, but the quality of participants and data is questionable.
  • The recruitment panelists are not professional, nor do they take the tasks seriously. You are going to get a lot of bad data.
  • They are HQ'd outside the US and must have a small team because the customer service is the absolute WORST I've experienced in their industry.
  • They pride themselves on documentation, but when they fail to document something they blame the customer for the mistake.
  • There are way too many limitations with the tool after you launch, limited integrations, and poor survey questionnaire options. The tool itself is far too basic for most sites, especially B2B.
  • Site structure decision making.
Optimal Workshop is worse than its competitors, and I only tried it because of the price. Huge mistake.
No support for customers. It takes them days to get back to you. They never follow-up. They blame customers for their lack of documentation, and don't make things right when customers have a poor experience.

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My biggest issue is the lack of customer service and the poor quality of participants. After spending thousands of dollars with Optimal Workshop and receiving such a horrible experience, I'm now convinced that competitors like User Zoom are worth the cost and will be switching tools.

Using Optimal Workshop

2 - Product