ProStores Review: Customer Support (3.5 stars)
Wide Range of Support Methods, Some More Useful Than Others
Phone support with ProStores is the most reliable way to get help. The printable documentation and the discussion board are also useful but email support and online documentation are lacking.
Help on the Phone 24/7
Free phone support is available 24 hours / day, 7 days / week all but the Express package, which must rely on email support. When we called customer service, we were only on hold for two minutes before we were connected to a live agent. The process was quick and painless and the response was useful.
Email Support is a Bit Slow and Incomplete
Email support promises a 24-hour turn-around time. When we posted questions by email, we received responses in roughly 11 hours. However, the quality of the responses was poor. We sent one email to ask how to reset the template code. The response led us to the right section of the builder, but the instructions were incomplete and we weren't able to complete the process.
Online Documentation Not Detailed Enough
There is a typical searchable database of online documents including FAQs and hot topics. These documents are very simple and do not provide detailed answers. There aren't even any screenshots to help fill in the gaps.
Printable Documentation Provides More Detail
The printable documentation picks up where the online docs leave off. There are a number of downloadable user guides with screenshots that provide good instructions on ProStores' tools.
Discussion Board Allows for Open Exchange of Ideas
A discussion board lets fellow users and Prostore staff share ideas and discuss builder questions and concerns. This board is very helpful because when you post questions here, fellow users are happy to step in and help out quickly.
ProStores discussion board Easy to Use and Very Friendly
Hard to Find the Help Link When You Need it Most
Our main problem with ProStores' support is that it's not accessible from store administration, where users spend most of their time. There's an online guide there but it's not much help. To access email support and the discussion board, you have to go back to the Control Panel. This is inconvenient and wastes time.
Can't Cet to the Support Contact Info from Store Administration
Trying too Hard to Help When You Start
After playing around with the builder, we realized that ProStores is trying to make the setup process easier with the "Getting Started" page, but it just makes things more confusing. For a while, we had no idea how this page fit with the big picture or how to access any part of the builder.
When you first login to ProStores, you see a "Getting Started" page with a checklist of setup tasks. This page is actually not the homepage of your store builder but rather a sub-section that has a different look and feel and no navigation bars.
"Getting Started" Page Makes it Difficult to Find Home
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