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I was recently asked by a friend, “do you have a social media strategy?” I replied, “No, we actually have a relationship strategy.” All definition discussion aside, we build relationships with customers. That simply requires going where our customers are.  And it’s why we started using things like Twitter – customers were there asking questions …

We always support our customers the best we can. We’re available via phone, email, in our forum, and on Twitter. We hire the right people, have enough people, and give them the freedom and tools …

The Globe and Mail, Canada’s national newspaper, has been running a special focus on customer service in their online business section. Today they featured a special case study …

When the cornerstone of your company is rockstar customer support, there are always a few companies that you look to as an example for providing extraordinary experiences everyday, and Zappos is high on the list. So the FreshBooks support team took a field trip down to Las Vegas and experience first hand, how the …

A little while back we took a week and cast aside our usual plans. Why? So the entire company could work on whatever the heck they thought would most help our Rockstar Support team be even more extraordinary. And I know you’re all wondering with desperate concern WHAT HAPPENED? WHAT GOT BUILT? WHOSE LIVES …

I had a great revelation a few weeks ago doing support here at FreshBooks. Every two weeks (roughly) we release an update to our app, and I was on support the day after a pretty heavy release. Our customers were calling in with questions about this new update to their business, and we were a …

Thought I’d share a little moment of simple delight that gave me a very “FreshBooks feeling”. Last week, I got an email from an old friend who’s a great freelancer, writer and thinker.  I’ve known Peter Wolchak for about 10 years, chiefly through my role as a communications bloke and his as a reporter …

Everyone knows FreshBooks means “Rockstar customer support”. You call our toll-free number and a human being answers the phone. A nice human being, maybe somebody named Grace or Mark or Kasey. You email us and likewise: a human being replies, helps you out, whatever your problem may be. It’s what we do. …

Here at FreshBooks, we’re always looking for awesome ways to provide the best customer service we can. So, we’re trying something new: In-Person Support! Yup! FreshBooks’ own Support Rockstars will be on-site in downtown Toronto at the Dark Horse Cafe on Wednesday, November 11th 2009 to answer any questions you have about FreshBooks, provide …