Shopping for a New Accounting Solution? Don't Overlook Customer Support

When it comes to your accounting solution, amazing customer support is a difference-maker.

Customer support should be up there with the ability to send an invoice, according to Colin Hutzan, Manager of Support at FreshBooks. But then, he would say that. He’s obsessed with providing stellar customer support.

It’s kind of a defining characteristic of all FreshBooks employees, actually. Everyone spends their first month working in customer support as a Support RockStar (official job title) to learn the product and their customers inside and out.

“The job of a support rockstar is to go above and beyond for all our customers, be empathetic and live and breathe our eight support values on every call,” said Hutzan.

Those eight values, by the way, are:

Customers first, always Be humans, not robots Move mountains and pave roads Put a cherry on top Exude radical positivity Be the student and the teacher Support [the] support [team] Turn up the fun!

We picked Hutzan’s brain to learn what to look for as you research the best cloud accounting solution for your business. Here are the top five.

1. Do They Answer the Phone Quickly – and Offer More Than Just the Standard Response?

We’ve all had those calls to customer support centers. After a handful of rings, you connect to several rounds of recorded options before being placed on hold for 15 minutes “for the next available agent.”

When said agent finally comes on the line, you ask your question, have it repeated back to you and then listen to them type for a minute or two before locating an answer, which they read to you with zero inflection. The response barely addresses your concern but a few follow-up questions confirm that this person will not be able to provide anything more than a canned answer. You reluctantly say, “Okay… thanks” and they cheerfully ask if there’s anything else they can help you with, forcing you to say no, like they helped you with anything in the first place.

That’s not the kind of scenario you want to deal with when you’re faced with an accounting-related question. You need complete answers fast so you can send that invoice promptly, run a financial report or enter vital information into your account. Many cloud accounting software programs pride themselves on their intuitive interfaces, but what happens if you run into an issue and need a human to help you out? You may consider giving their customer support phone numbers a trial run with a simple question. Look for:

How long did you have to wait? Did the representative offer a natural, helpful response – or was it from a script? Could they answer additional questions? Do their customer support hours match your business hours? 2. Do They Offer Support Tailored to Your Business and Industry?

Many cloud accounting solutions are built for a range of small businesses. For example, FreshBooks caters to creatives like writers and graphic designers, lawyers, small PR firms or agencies, IT consultants and tradespeople/contractors. Although the software is the same, the way customers use it is slightly different. Hutzan says it’s vitally important that customer support representatives tailor their service to the client on the line.

“Our support rockstars are given comprehensive tools and training so they understand each industry

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