Just a couple of days ago I wrote about the customer service you provide in your business as being an investment and we mentioned a Freshbooks blog from way back. While thinking further about this issue, I was clicking around and found an article in a newspaper that referenced… Freshbooks and their take on customer service.
So, since it’s so closely related to what I was just talking about a couple of days ago, I just had to share this article, too. Find it at The Globe and Mail. The article is written by Mark Evans, a consultant who uses content and social media to help businesses get more attention.
Evans writes that customer service is not just about correcting bad things from happening but also about building and leveraging a positive experience. For example, he mentions connecting with the customer to touch base with them and to show them that you value the relationship. And here’s how Freshbooks plays into the subject: Evans quotes Mike McDerment, CEO of Freshbooks, who says that a happy customer provides referrals. Although I might have disagreed with this a few years ago, I think that today’s socially connected world makes that true now. Just look at what interactions are like on Twitter: One person might tweet “boo! Invoicing day. My least favorite day of the month.” And someone else might respond with “Try Freshbooks. I like them.” A simple referral from a happy customer can go a long way.
And just when I thought I was wrapping up the topic, there was a link at the bottom of the article to a blog by Ben Yoskovitz. Yoskovitz is an entrepreneur with an impressive background and lots of interesting things to say and in his blog post , he reviewed the book BAM: Delivering Customer Service in a Self-Service World. His review/summary is incredibly helpful as he lists 9 points from the book that every entrepreneur should pay attention to. Number 1: Tie customer service to revenue and profits. Brilliant! Number 5: Tie customer service to surprise. There are others but those were my two favorites. Read this blog , change your customer service, and transform your customer’s experience!
Jessica Routier, IAC-EZ
Tags: accounting,
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Buckle up, kids, because the ride just got way more exciting.
With every release of IAC-EZ, we want to make your experience so much better. We realize we’re talking about bookkeeping software here, but if we can make it easier for you then well go home happy at the end of the day.
We’re excited about the release of version 1.43, which went live on May 30th. Here’s what you will see in this release:
There are minor tweaks to our interface. This is something we always do to improve the user experience. Nothing major to report; in fact, you might not even notice the changes, but they’re there, subtly making your bookkeeping EZ.
We’ve also made some minor changes that allow you to merge contacts, to see billable expenses that have not been billed when invoicing, and to track referrals and commissions.
And, New Jersey, Massachusetts, and Minnesota now have tax estimates… so if Norm Coleman and Al Franken ever figure out which one of them represents Minnesota in the Senate, they can do their books in IAC-EZ and we’ll be able to provide them with accurate estimates.
And now for the big reveal: [Drumroll please]
Abracadabra… Mr. Networth has waved his magic wand and given you the ability to create invoices, right in your account!
Some of you use sites like Freshbooks or Cashboard – the invoicing gurus. They are good sites with lots of functionality. But some of you don’t need all those bells and whistles, and some of you want the convenience of keeping all of your bookkeeping functions together in one place. IAC-EZ lets you do just that right from our EZ-to-use interface. Click here to check out a sample of an invoice.
Over time, we plan to build out additional functionality that you’ll find helpful when creating invoices, so be sure to email us at support@iacez.com to request features that you’d like to have available when invoicing.
And if version 1.43 isn’t exciting enough, we’ve already started working on version 1.44, which will include auto entering, improved formatting, and state tax estimates for Oklahoma, Nevada, Missouri, Arizona, New Hampshire and “Almost Heaven” West Virginia!
