Good product, miserable support.
January 22, 2021

Good product, miserable support.

Hugh Geiger | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Website - Business

Overall Satisfaction with Webflow

We use Webflow for our company site and content pages. Primarily used by the design team, with some assistance from engineering.
  • Templates are reasonably good.
  • Basic interaction is learned quickly by non technical people.
  • Broad industry support.
  • Technical support is a joke. Even at higher tier plans it's not real business support. The major reason to consider not using Webflow is that if something breaks, you're on your own.
  • Advanced functionality can be a challenge for even experienced users.
  • Reduces overhead on engineering team, leaves design free to iterate.
Better customization, every Wix page looks like every other Wix page.

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Advanced functionality is harder to comprehend, but initial adoption is fast and easy.
We pay hundreds of dollars a month to Webflow, yet their support is worse than a typical free SaaS product. We were prevented from deploying changes to our site because of how Webflow structures its support. It delayed a product launch for the whole company. Support options? Beg for help on community forums, it took a threat to email the CEO to finally get movement.

If there were easy alternatives, we would switch. But for now we just pray nothing breaks and that we don't need to interact with Webflow support.
Generally a good product, seriously let down by primitive approach to customer support.

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