Gusto Reviews

Our main use case for Gusto is for payroll, and we pay our US employees through it.

Gusto helps with our payroll process because we use it for tax filings and benefits.

Our main use case for Gusto is for payroll, and we pay our US employees through it.

Gusto helps with our payroll process because we use it for tax filings and benefits.

I wish Gusto's customer support was better for improvements.

My experience with Gusto's customer support sometimes shows they're not responsive, and they have definitely made mistakes in the past.

I have been using Gusto for 10 years.

My experience with Gusto's customer support sometimes shows they're not responsive, and they have definitely made mistakes in the past.

The customer support for Gusto is okay.

I would rate the customer support on a scale of 1 to 10 as eight.

Positive

I have not seen a return on investment with Gusto.

My experience with pricing, setup cost, and licensing for Gusto is straightforward, as it's published on their website.

I would say, relative to another payroll solution, running payroll with Gusto probably costs half the price and saves us 5 to 10 hours a month.

I would say Gusto is a really good payroll solution for small businesses.

Running payroll with Gusto costs half the price and saves us 5 to 10 hours a month.

My company does not have a business relationship with this vendor other than being a customer.

I was not offered a gift card or incentive for this review.

I rated Gusto 9 out of 10 because of some customer support issues that kept it from being a 10.

Our primary use case for this solution is payroll processing. We also use it to improve our onboarding process. With Gusto, we carried out an overall cleanup from our old payroll software. Our previous software was horrible. We didn't even have an app, so we used it mainly for running our payroll and managing deductions from employees.

The way this product has helped improve our organization is by being user-friendly. I did not need anyone to teach me how to use it: it is very intuitive. I felt like they offered a lot of things that made it simple. I appreciated the templates that they offered for new hires and onboarding. In the beginning, their support was top-notch. And then around the beginning of 2022, and end of 2021, their support tanked. We used to get responses in the beginning within one to two business days, and towards the end, we were getting responses in one to two business weeks.

There are two things that I will always brag about Gusto and I wish that other payroll providers would do this. The first thing is that I love that they had an ability for employees to cash out, get a pay advance without having to go to their employer, and their employer never finding out, with low fees. I absolutely loved this feature. They called it Gusto Cash.

The second thing is that Gusto has the ability for an employee to make donations to any charity of their choice, directly from their check. And it allows the employer the opportunity to match that donation to that charity. It's something that I have never seen before, and I hope they never let go of it. I found these features to be very impressive about their software.

I think it's great that it syncs with QuickBooks Online and any payroll software that syncs with QuickBooks Online is great. My issue with their syncing was that every single account for a deduction went to a liability account, but not a lot of businesses run that way. As of September, they did not have the ability for me to put an employee's deduction for benefits in anything but a liability account; which made it not difficult, but added a manual step to the syncing of the entering of our payroll between Gusto and QuickBooks Online.

I would also like for the tech support to be more responsive.

Gusto also advertises their health benefits, but they don't do a good job of explaining why it's a better option to go through them. I think there's more communication that could be done on that. I also think that there are some HR benefits that they could be offering to these lower plans, without having to go to the Premium Plan. I think that that's something that they should consider in the future.

I have been using this solution for almost two years.

Overall, I would rate this solution an eight, on a scale from one to 10, with one being the worst and 10 being the best.

I like the payroll part. We also use documents and forms whenever we hire, such as a new hire form for each state, and we like that as well.

Their enrollment e-signature, enrollment forms, and other documents need a lot of work. Once we fill in the information, we cannot go back and change any of that. It's a time-taking process. If there is any mistake in the document and if we need to go and change a specific field in the form, it's not possible. We have to redo the entire form.

We've been using Gusto for close to three years.

The software is good. We didn't have any issues.

Its scalability is good. We haven't faced any issues so far.

I have used their technical support. I would rate them a three out of five.

We used QuickBooks before Gusto. We switched because Gusto is much easier, and it also is used for payroll. It's used as an HR IT solution. So, it has multiple uses.

I would rate it an eight out of ten. The product is good, but they need to work on a few things, specifically the document section and e-signature formatting.

I think the most value I have gotten from Gusto has been the interface, as it's very simple to use and it's very easy to understand. It's similar to any kind of consumer grade app like Square or Uber. Gusto customer service is pretty decent. Previously the services that I would use Gusto for would be ADP, which was a lot more complicated, harder to log into and not very easy to get support from.

There is more transparency regarding selecting benefits, so we typically use Gusto for payroll and benefits. In that way it's together, so any kind of payroll deduction you make from your insurance scheme can be easily seen and there is no linking from your bank account into it or from other kinds of payroll services to Gusto. So that's very helpful.

I think the product offering could be a little bit more enhanced. The Gusto scope of customers is typically for young companies which perhaps offer insurance so it helps with the kind of insurance platform, but it's a bit limiting for companies that are growing. So that's one area that I think could improve, and also if you have a payroll set up on a different system and you don't necessarily want to move it over to Gusto, that is an issue. The integration is not so good.

Generally it's pretty good. I would say the onboarding process to Gusto could be improved. Things like email verification, multiple login instances. If you are logged in on one tab and you are logged in on another tab it doesn't log you off on the other tab. So things like that could be a concern for people who require security because there is a lot of personal information that you put into Gusto so that could be an issue.

I would say the timeliness of customer support is okay. I would say that the timeliness of getting back to me right after I email them is good and the knowledge that they bring around. It took a few times for me to get the answer that I needed and that was because the person I contacted had to ask several other people first.

The one product that we looked at was Zenefits. I think the Gusto offering was a bit more suited to a company bigger than ours. But Gusto worked for us because of the profile of our company. We have about 20 people, and we're all based in California. We hadn't set up a payroll before, as we went from zero to 20 pretty quickly and we needed a lightweight solution to do that. So Gusto worked. If you were to ask me if would continue to use Gusto, I don't know the answer to that question and it could even be negative.