David A.
Powerful tool. Terrible Customer Support
Powerful tool. Customer service is absolutely useless. Have had two projects with ChannelAdvisor/Rithum. Developers on my team were excited because the tool would help managing catalogs across many channels and can make it was to intro to other marketplaces. Unfortunately, the two sets of project managers, onboarding managers and account managers I've worked with have been so useless it's not worth using the tool since it takes so much effort to make any progress on the support side. They have no business sense, or strategic thinking. They are essentially plumbers that work in customer service. They have the scripts they follow, but can't address any nuance or strategic level thinking. I hope another company can recreate this tool and deliver an assemblance of effective customer service. Everytime I send an email they respond with chide, rude remarks which I don't understand because any issues that arise is due to their failure to give effective guidance. The reason people pay for onboarding is to have guided support. Regrettably we could have saved all the money by just referring to the onboarding documents because it's taking the same amount of time and effort on the client side.