PaycorReviews of paycor.com

The wait times for Premium Support to respond and find a solution/fix are taking longer and longer.

I like the product. It was be nice if some of the streamlining issues were addressed but overall it's a good product. Customer service is lacking. Most of the time I contact customer service for support I am provided with the knowledge base article that I have already followed the steps but I still have outstanding questions or concerns. The back and forth for support is ridiculous. Then when asked to provide a screen shot that I already provided attached to the case is redundant. Customer support feels useless at times as I have to open up a case for a case that was closed before I could confirm the "solution" solved my problem. Every so often I am paired up with a Customer Service agent who is personable and thoroughly enjoys their job. I love working with these few employees as they truly want to help and provide a solution.

Sales people were great and answered all questions; however, implementation was not what I had anticipated or expected. A lot of the functionality was not set up for us, we had to set up ourselves. I would recommend hiring a third party to assist with implementation so you get a working system from go-live. Customer service after go-live is SLOW to respond and generally not super helpful, rather direct you to links on their help page for you to figure things out on your own.

Cases outstanding take too long to get resolved and then the responses don't have the email chain of events to reflect on to make the process easier. When you have multiple cases open this can get confusing. Customer service reps give different information, or needs to create a case because they can't help and you need to keep english reps. only

We are very disappointed with our experience, as what was sold to us does not align with what we have actually received. The level of support currently available is extremely poor. Most chats or support calls result in cases being closed without resolution, leaving issues unresolved and requiring repeated follow-ups. Our team is consistently bounced between departments, with little ownership taken to see issues through to completion. There is no option for live, video-based communication, which would greatly simplify conversations and improve understanding for more complex issues. Additionally, there is no clear or reliable escalation path. We do not have a designated contact to raise ongoing concerns or escalate support issues when they are not being addressed. The overall lack of responsiveness from Paycor is the primary reason for our very poor rating. The only individual who attempts to follow up is the sales representative, and even that engagement feels driven primarily by upsell opportunities rather than genuine concern for resolving existing issues or improving our experience.

Employees are happy with the system, but the system needs work for administrators. PAYCOR should hire more employees for service and developers versus sales. Happy customers will result in more sales. Customer service response is slow and typically results in sending to a developer to fix. Knowledge articles aren't always easy to search to find answers. Report Builder - needs work, and Custom Reporting is going away. Tax returns don't appear to have been filed timely. Paycor has added some additional payroll and time reports which has helped reduce payroll review time.

Better reporting tools. More consistent customer service experience - it's either great or it's not good at all - nothing in between.

Paycor does a legitimate effort to provide upgrades and new features to add value to their platform. The user interface has gotten better over the 4 years I have been using them. The one big red flag is that their customer service is deplorable. You do not have a dedicated rep to contact so if you have a standing problem, you have to start from square one every time with a new rep. Secondly, emailing them simply goes into a black hole. Never to be responded to. I cannot remember the last time my HR team has contacted customer support via email and received a response. Making an appointment is moving a mountain.