I just read a great article in Start Up Nation Online. It describes customer service in pretty stark terms: people notice either really good or really bad customer service.

A quick search of  tweets on “QuickBooks” from the last 24 hours shows the following:

  • installing quickbooks required me to call support to register the product. No web based reg? have to call? really? sheesh.
  • I want to integrate my bank transactions with Quickbooks Online Plus, no one at your bank’s 800 # has a clue, any help?
  • Is QuickBooks Online down for anyone else this morning? #needtopaypayrolltaxes

A tweet on the positive side: The QuickBooks Balance for those using online banking has been added back to the homepage per QB Online user requests. Yeah feedback! !

And another positive example: @RebeccaTervoCPA Just had a potential client call to say “My Quickbooks are a mess, and I need them fixed for the bank by next Thursday!” I’ll try my best:)

So it gets me thinking. What makes for a really great QuickBooks customer service or support experience? These tweets plus my own experience suggest these qualities:

  • Great communication: Listening to users and responding with action
  • Great empathy: Responding to the urgency of the problem.
  • Great competence: Dealing with someone who is an expert.
  • Great timeliness: Getting  a quick and effective solution to the problem.

What would make for a really bad software support experience?

  • Poor communications: Having difficulty finding out the status of what’s going on.
  • Poor relationship: Being treated primarily as an upsell prospect
  • Poor system: Being put on hold for a long time.

No support organization is perfect. It’s great that Twitter makes it easy to feel the pulse of the QuickBooks user; all of us who support QuickBooks can adjust and improve the way we serve end users.

When QuickbooksUsers.com helps someone with a software issue, we often send them a “How did we do?” questionnaire to get feedback. We use that feedback to tweak what we do. But maybe we have some blind spots. Let me know…

Do you have anything to add to the list of what makes great or awful service and support?

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