Gusto Payroll

What do you like best?

The Gusto platform is incredibly easy to use. As a people ops team of one at a startup, Gusto's simple platform and HR resources have made it easy for me to do my job. They've introduced some great features recently as well, like onboarding checklists and "cashout" for employees. They also manage our healthcare benefits and have some great integration options, like with Guideline for 401(k)'s.

What do you dislike?

We started using Gusto in late 2019, and we're on the Concierge plan. When we first became a customer, I found their customer service to be extremely responsive and helpful. However, the quality of their support has significantly decreased in recent months. The reps sound miserable, it takes MUCH longer to get a response, and sometimes the responses aren't even helpful. I'm currently waiting to hear back about a time-sensitive tax issue and it's been a full 10 days since I reached out. And that's with the highest tier plan - I'm sure it's even worse for the lower levels. I love Gusto, but if they don't get their act together we will be forced to transfer elsewhere.

What problems are you solving with the product? What benefits have you realized?

Gusto provides easy payroll, time off, and benefits management. It saves me time because employees can easily access their info without my assistance. I've also found their HR pros to be helpful when I have compliance-related questions.