| Vendors |  |  |  |  |  |  |  |  |  |  |  |  |  |  |  |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Rating | 4.9 | 4.8 | 4.6 | 4.6 | 4.5 | 4.3 | 4.1 | 4.1 | 4 | 4 | 4 | 3.5 | 3 | 3 | 1.5 |
| Comments | 2-3 hours response time with direct communication. Improvements could be made in understanding of users' issue by the staff. | A proper ticket system with 2-3 hours ticket resolve time. Support has good product knowledge and swift response to our queries. | 15-20 mins in EST office hours with representative having friendly and upbeat tone. | 1-2 hours reponse time with proper due dilligence, product knowledge, and adequate resolvement procedures | 2-3 hours response time with support having good product knowledge and adequate resolve procedures. | 2-3 hours response time with support having good product knowledge and adequate resolve procedures. | 3-4 hours in EST working hours. Improvements could be made on scheduling using tools as back and forth communications is hard to keep track off. | 2-4 hours response time with staff having good product knowledge as they talk with facts and figures. However, the solutions seemed to be a little rigid | 2-4 days response time with adequate product knowledge but improvements could be made on delivering promises. | 14 hours response time with professional email communication and detailed solution. | Support is restricted to mail only but the response is swift. | 30-40 mins EST office hours response time. Product knowledge and user empathy could be improved. | 2-3 days averaged out response time with improvements to be made with unanswered emails. | The support seemed to be a bit off as the response time is huge. Once they reach out, they due proper due dilligence before responding. | |
| Support Flexibility | |||||||||||||||
| Scenario 1 | We created the account on Shufti Pro with a business email. We did some testing; then the account got blocked. On blocking, we get an email for support to move toward production and top-up. But for the entire duration, no one came to see our use case and what we were trying to achieve. However, in other cases, different teams reach out. | Trulioo's team is swift. They are flexible in asking for different use cases. They were comfortable answering and giving solutions. We asked to add our custom font family to the iframe. Also, about white labeling, it. | Representatives have a friendly tone. Emails are energetic. Their guys reach out on their own. Emails are very professional. | They do proper due diligence before the call. Reaches out to the person on LinkedIn and sends them friendly messages. | Onfido has CSRs who support resolving any system-related queries. We had some concerns about KYC Flow and dashboard, so they provided good support and contacted us on time within 20 minutes. | They reached out after one week of our query. On asking about the reason for the delay, the sales rep was smiling and was very casual. | Sales guys used to be very casual. No use of Calendly. Back and forth communication on meeting slot. | Sales guys used to be very casual. No use of Calendly. Back and forth communication on meeting slot. | Not Flexible Pricing was asked from them, and according to the Account Manager, it will be disclosed by the Partnership Manager -In the next stage, it was cleared that it will be disclosed after NDA is signed. | We had a concern related to performing KYC, and we have received a response after 14 hours for our concern. The response was fully professional, and they guided the solution over email. The response can be considered delayed. | Their support guy seems to be immature. IDscan is not GDPR compliant, so they don't have an onsite verification option. During the call, we shared our use case, and the guys said, 'it's a deal breaker'. | The team took about one week to respond to the initial query. Also, the response is slow, and the support guy doesn’t follow up if the emails are left unanswered. | Their support is prolonged. We waited more than a week and reached out multiple times, but nobody responded. Then reaching them through the source of IDology, we came to know that their support guy was on leave. They do proper due diligence before the call. Reaches out to the person on LinkedIn and sends them friendly messages. | ||
| Scenario 2 | The support representative does not read the thread and sends an email asking the same question that was previously answered. Most business/sales representatives use an upbeat tone in their emails. They reach out and ping on their own, but in the case of Shufti Pro, communication appears to be very direct. | Their tech guys and support team are quick and professional. In case of any issue, they are always ready for a call. On skipping the meeting, their team also contacted the mobile number. | Their solution is fully customizable based on the traffic. | On missing a call, their sales representative reaches out via email as well as their mobile number. | Their solution is not flexible for customization. As we asked them to update the color theme similar to our's brand guidelines. | On asking multiple times for access to the portal as Technical Manager was supposed to give us credentials right after our call. They informed us that their team is celebrating holidays in England, so after a week, credentials will be created. | They don't have any customization options. On asking for any sort of customization, they used to have a cold response. | ||||||||
| Scenario 3 | Their support team is customer-centric. On skipping the call, they reach out to clients on mobile numbers and will also inquire about rescheduling the call. | Their solution is fully customizable, just have charges for the customization. | On skipping a call, the support team keeps reaching out again until they get a response. If the sales rep is on leave, he adds another team member to the email thread. | ||||||||||||
| Meetings | |||||||||||||||
| Tool Used for calling | Zoom Wingman chilli piper | Since they have an open sign-up available and everything was settled through Email, it was only emails that were the mode of communication. | Not Available | Not Available | |||||||||||
| Agenda | Agenda was clear, and a formal invite was sent. | Informal Invite | The meeting agenda was missing. | Meeting agenda was not clear. | Agenda was not clear, but a formal invite was being sent. | Agenda was very clear. | Agenda was not clear, but a formal invite was being sent. | Agenda was not clear, but a formal invite was being sent. | Meeting agenda used to be clear sometimes. | Meeting was not scheduled | Not Available | Agenda not clear and informal invite. | Agenda was not shared in the meeting | Meeting agenda was not clear | Not Available |
| Support | |||||||||||||||
| Response Time | 2-3 hours on average 4.6 | Trulioo has a 24 hrs. proper ticketing system where initial acknowledgment is done in 30 – 40 mins. After the opening of tickets, the response is within 2-3 hrs. | 15-30 mins in EST working time zones. No reply outside EST working timezone. | On average, 1-2 hours | On average, 2-3 hours | All the meeting timings are after 3 CET. Response time 10 mins – 1 hour | 2-4 hours during EST working hours. No response outside EST working hours | On average, 2-4 hours | On average, 2-4 days | 14 hours | Not Available | No Response outside EST work timings. During EST work timings 30 – 40 mins response time. | Initial response is delayed for a week. But then the response is within 4-5 hours. | The response is slow. It takes more than a week to get on the initial email. No response if one support guy goes on leave. Also, they were not available on the UK’s public holidays. | Not Available |