Yesterday FreshBooks was featured on Forbes.com for our use of web based tools to enhance customer service:
Responding to forums, administering a blog and interacting with customers takes time—a precious commodity for small companies. To compensate, McDerment gets as many employees involved as possible. The challenge: making sure everyone is speaking with one voice. [...]
Serving your customers comes down to keeping your promises. You honour your word. You honour your commitment.
This isn’t about contracts and terms. It’s not about performance reviews. It’s not about call centre metrics and wait times and phone queues. It’s definitely not about policies.
Customer service is all about — only about, exclusively about — keeping [...]
When you’re in customer service, you’re in a life of service. Your day is focused on those customers’ needs: listening for them, anticipating them, identifying them, and then finding solutions and meeting, maybe even exceeding, their needs.
This insight was so obvious I’d overlooked it. Steve Rucinski reminded me of it after he interviewed me, along [...]
Next Thursday, November 1, Mike and I are heading down to The New New Internet in Washington, D.C. to paint the Mall red.
Because Mike has ended up speaking on the Software as a Service: Benefits Beyond Delivery panel, we have a free pass to hand out to the first person who is willing to wear [...]
One thing that I love about working at FreshBooks is that you can go to almost any city in the world and call up a customer to take them out to dinner.
Last week, Mike and I were in San Francisco for the amazing Office 2.0 conference. We found ourselves at 3pm last Tuesday waiting for [...]
You can have the best customer support staff in the world, but they’ll be terrible at their jobs if you don’t empower them.
A few months ago I had ordered a pair of Klipsch B-3 speakers from BestBuy at 20% off from their online sale. I had selected the online option to pick them up from my local [...]
Yesterday, FreshBooks was featured by Andrew Wahl in the latest version of Canada Business Magazine. He highlighted our emphasis on customer service:
“Customers come first. It’s a claim that most businesses like to believe they uphold but often struggle to demonstrate… but at FreshBooks… customer service plays a critical role.”
You can pick up a copy [...]
It was not too long ago when I was suddenly paralyzed with back pain as each minor neck movement resulted in significant back agony. Getting home was a challenge as checking blind spots when driving meant significant neck work.
The problem? A lack of a good headset.
Providing great custom support not only means hiring the right [...]
Here at FreshBooks, we spend a lot of time on the phone. We have our toll-free number clearly displayed on our website and as a result, I often find myself talking with our potential and existing customers. Focusing only on email support and avoiding phone calls can save time, but it can also be a [...]
Handling an upset client the right way can mean the difference between losing that customer forever and having them share their great experience with prospective clients. Worse yet, you never know when you might be talking to a blogger. If you upset a blogger like Jeff Jarvis whose unpleasant run in with Dell prompted a [...]
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