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FreshBooks Wins Gold For Customer Service

by Randy Pante  |  March 5/2013  |  ,

Last week, the FreshBooks Support Team was honoured with the Gold Stevie Award for Best Front-Line Customer Service Team.

You might be asking though, “what are the Stevie Awards”? The Stevie Awards are the world’s top sales, contact center, and customer service awards! Past winners include well- known companies like Office Depot and Rackspace and this year Blackberry, VMWare, Marriot Hotels, Salesforce, Rogers Communication, Samsung, and others were in attendance.

Four members of our Support team were in Las Vegas to receive the award in person, including myself. Being at the awards gala was an exciting and surreal experience for us. Customer service is unbelievably important at FreshBooks and the fact that we were nominated for this award meant the world to us.

Support accepts Stevie award

We were so full of excitement that we gave the awards ceremony MC a hug on stage.

It was really great to be recognized in this way. We believe that it’s our culture that makes us different from most companies. From the types of people we hire to the training and orientation everyone goes through, we believe in talking with our customers and a personalized touch. With that in mind, we thought it would be fun to share some of the things we do differently at FreshBooks:

Customer support specialists at FreshBooks are able to make decisions that foster a positive relationship with our customers. Being able to resolve issues without needing “manager approval” and even contacting users before they have a question just to ensure everything is running smoothly are normal behaviours here, rather than the exceptions.

We keep track of all customer support experiences and our customer satisfaction average of 97.3% happiness is something we’re incredibly proud of. Using surveys and being rated by customers does emphasize that we are delivering great customer service, but it also provides immediate reinforcement and feedback on how we are doing. We pride ourselves on providing great phone support and our goal is to ensure that the phone is answered quickly by someone who is trained to help you. When you call FreshBooks, you never have to navigate frustrating phone systems to get appropriate help.

Close interaction with our users is a big part of our company culture, we strive to talk to as many customers one-on-one as we can. Through these conversations, we are able to get to know our users and to truly meet their needs. For example, we found out a customer had been in a really bad car accident and the support rep sent them a Neural Impulse Actuator, so that they could control their computer screen with their face. Another Support Rockstar once sent a baby blanket to a customer that told us she was celebrating the birth of her new son. Whenever we travel, we like to meet as many FreshBooks people as we can – from one-person shops to large businesses with multiple staff members. Doing this helps us keep our roots firmly planted when we interact with our users via email and phone every day.

Support accepts Stevie award

Special shout-out to our table-mates from Table 24: Brian from Stylesight, Jenn from Blackberry, John from TeamSupport, Jeff from Navantis, Sarah from LexisNexis, and Kim & Katie from Billhighway for making the dinner presentation a very fun and enjoyable one.

Throughout the many years, the encouraging words, sincere appreciation of our work, and constant feedback has shaped and molded our company to what it is today. Winning the team award for best front-line customer service team is such an honour and we are so proud of being up there with other great companies.

I know it’s a big cliché to say this, but we honestly could not have done it without YOU! Our customers, our users, and our wonderful and passionate fans! We now have a lot to live up to this year so hopefully we’ll do you all proud!

 


  • http://benv.ca Ben Vinegar

    Way to go guys!

  • shepdaddy

    Congrats guys. I love your solution and your service, I have three businesses all on “Cloud Accounting”. Keep up the good fight.

  • http://twitter.com/ArrowRootMedia ArrowRootMedia

    Congrats! Keep it up!

  • http://www.facebook.com/FinalcutWeb Rob Chandler

    I LOVE freshbooks !!!! and I’m not an accountant… that says a lot about the software, very easy to setup and use… Keep up the GREAT work!

  • http://twitter.com/angelawest Angela West

    Not surprised – I’m always happy when I call and actually get to talk to a person. Not many companies these days do that as well as Freshbooks. Congratulations!

  • bart bement

    congrats and well deserved! you guys have always been great in this regard.

  • Eric Paquet

    Congratulations guys. You deserve it!

    From one of your customers and fan

  • JMA

    Your service is second to none and your client team deserves the recognition. Congratulations!

  • http://www.facebook.com/alex.greentown Alex Greentown

    Congratulations !!!

  • http://twitter.com/leventado Roger Feller

    Awesome and well deserved!! Roger, Switzerland

  • Tien

    Congrats guys! I have always loved using Freshbooks and the couple to times I have met some of you has been amazing! I’m not surprised you got the award :)

  • Mike G

    Freshbooks is the best. Go Canada!

  • http://www.facebook.com/profile.php?id=1664153374 Evert Jan Boon

    Awesome! Congrats. Well deserved I might add…

  • http://twitter.com/cschultz Chris Schultz

    Congrats guys, well deserved. We <3 Freshbooks!

  • http://twitter.com/pamslim Pamela Slim

    Way to go FB!!! You so deserve this award. Proud of the whole team!

  • Charles Luyt

    Wel deserved.

  • Christiane Jechoux

    All of you deserve this award, you guys are the BEST!

  • bestvirtualhelp

    Congrats – this is so great and well deserved! Our company called last week with some minor difficulties using your site and I can attest to the incredible service we got! It’s funny to say but by the end of the call, I felt like we had made a new friend with your agent Philip (I think that was his name!) So, yes — well deserved! :-)

  • colbyshenkle

    I assume you also won gold for the ever-competitive “use of grey hoodies” category?

  • http://twitter.com/BrittanyLoveTLH Brittany Love

    Congrats! You guys rock and definitely deserve the award. I use Freshbooks everyday and absolutely LOVE it!

  • Meg Kummerow

    Congratulation! A very well deserved award, awesome work!

  • http://twitter.com/wwwindfarm Kyle

    Based on my support interactions with you guys, it is well-deserved. Congratulations, folks!

  • Mic

    Way to go team – congratulations :)

  • http://twitter.com/dasalsakid Leonardo Camargo

    congratulations! i refer every small biz owner to you

  • Kirk

    Congratulations! You guys (and gals) deserve it! Every time I have needed help you have been right there answering phones with good info. Try THAT with Google or ebay! Ha!!

  • http://twitter.com/rlangdon Rayanne Langdon

    Such a sweet post and recognition! So proud of the most adorable folks to ever step on a stage : )

  • http://www.facebook.com/tom.pagnotti Tom Pagnotti

    Congrats! Well deserved…

  • http://www.hamfats.ca/ FreshRandy

    Phil is not only a rockstsr, but also a real life ironman :-)

  • http://www.hamfats.ca/ FreshRandy

    We’re aiming for platinum for that award to be honest. ;-)

  • http://orthodoxdaily.com Zacchaeus Nifong

    You guys are awesome. Seriously.

  • http://www.facebook.com/sabrina1espinal Sabrina Espinal

    Congratulations Fresh Books – Your really deserved this award!

  • Motiology

    Congratulations. Now get back to work!

    I’m happy to use your service and will continue to do so.

  • Smiling Sherpas

    Keep up the great work! Love your service! :)

  • Eden Spodek

    Congrats! This is well-deserved and other businesses should take a lesson from you.

  • Berkshire Speech & Language

    Well-deserved. Nobody does customer service like you do.

  • Will

    Great job guys. Definitely deserve it!

  • Jonathan M.

    Félicitation, vous le mérité. Merci de l’excellent service a la clientèle.

  • Hunter Phoenix

    Congratulations you guys!.. you absolutely rock! Thanks for the outstanding service, and award well deserved :)

  • Angela Sands

    I love you guys! I have been with you with a number of different companies since you launched! Can you please (pretty please) do more to integrate with Australia….

  • johnjcoates

    Amazing! Congrats everyone. You deserved it – I can’t think of any team better.

  • http://www.hamfats.ca/ FreshRandy

    Merci Jonathan :-)

  • Allison Bran, REX Marketing

    Well done! I haven’t had to call your support team but I have been to one of your client appreciation events and that showed the level of care you have for your clients. I’m always impressed at my interactions with my FreshBooks online software; you make the mundane tasty stuff fun and find ways to brighten our days! :) Thank you!

  • Max

    That’s amazing! Congratutlations guys!

  • http://friv-10.y8u.org/ Friv 10

    I can not fare better than other comments here, but I’m sure you’ve got a special gift for writing.

  • http://friv-10.y8u.org/ Friv 10

    You are viewpoints match mine perfectly. This is actually great content.

  • http://www.friv2friv3friv4.com/ friv 2 friv 3 friv 4

    Not surprised – I’m always happy when I call and actually get to talk to a person. Congratulations!

  • merylmanning

    Hi Angela!

    Thank you so much :D We know that accounting is often difficult (and maybe a little bit boring) and we also know that it is important to have someone in your corner to help.

    We definitely take a huge amount of pride in our customer support so I am really glad that your experience with support has always been a good one!

    As always if you ever need us…let us know :D

    Meryl

  • merylmanning

    Hi Friv 2 friv 3 friv 4

    Thank you so much for your kind words :D

    Our support team is robot free :D We definitely try our hardest to make sure to support our amazing entrepreneurial customers as much as we can. We love talking to you, and are always here to help!

    I will make sure the team hears that you are happy and will speak with you soon!

    Meryl

  • http://kizi-3.kizi2.com/ kizi3

    That’s such an amazing post to share. I just love to read your post.

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FreshBooks is an online invoicing, time
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