The tool layout required us to put in a lot of eff...

The tool layout required us to put in a lot of effort because our process wasn't organized the way the tool was designed, so there's a lot of filler just in our workflow that is unneeded but required. The customer service is 100% virtual after the initial onboarding. They normally response within 24 hours showing me an article that covers my question sometimes. Often they didn't understand my problem and I would really prefer not to read an article, but have a person show me like other companies. To get a customer service rep on the phone often takes several requests (24 hours between each request) to get them to show me how to do something.