Imogen Trelawney
Freelance Process Consultant · 1-10
1 review written · 5.0 average
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Reviews by Imogen Trelawney
★★★★★
Support teams at software companies either make you feel like a valued human or a trouble ticket. Lucidchart's support team has consistently made me feel like the former, and that matters enormously when you're a solo consultant with no internal IT desk to fall back on. Three-plus years in, and I've had maybe four or five genuine issues. Each time I reached out, the response was fast, specific, and written by someone who had clearly read my actual question. No canned scripts. No three-email chain before anything useful was said.
The product itself earns the subscription on its own merits. I use Lucidchart almost daily to build process maps and swimlane diagrams for client deliverables. The drag-and-drop interface is intuitive enough that I rarely consult documentation, the Visio export has saved me from awkward conversations with clients who live in Microsoft land, and real-time collaboration made one particularly chaotic remote workshop run far more smoothly than I had any right to expect. Presentation mode is quietly one of my favourite features. It turns a working diagram into a clean walkthrough without making me export anything.
If I'm being honest about the occasional friction: the custom shape library can be finicky when importing SVG files, and I've had to fiddle with sizing more than once. But here's the thing. Both times I flagged this, support walked me through the fix within a day. That responsiveness is not something I take for granted after years of dealing with other tools where submitting a ticket felt like shouting into a void. For a freelancer running everything alone, knowing help is genuinely there changes how confidently I rely on a product.
