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Customer service

FreshBooks honored with 6 Stevie Awards for extraordinary customer service

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Customer service is, without a doubt, the most important thing we do here at FreshBooks. We may be a cloud accounting company, but we believe that we’re in the business of serving small business owners—and serving them well. This belief is why every employee spends …



Friday, April 6th, FreshBooks office closes for Good Friday

by Amanda Rappak  |  April 5/2012  | 
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FreshBooks Support lines are closed for Good Friday, April 6th, 2012 but we’ll be back online and available by phone 9AM EDT Monday, April 9th. The arrival of this first long weekend of Spring signals lots of new beginnings. We know we could share stories about the fresh businesses we’ve …



Do you have a social media strategy?

by John Coates  |  November 16/2010  |  , , , ,
Do you have a social media strategy?

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 …



Is customer service a cost center?

by John Coates  |  November 3/2010  |  , ,
Is customer service a cost center?

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



FreshBooks featured in the Globe & Mail

FreshBooks featured in the Globe & Mail

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 …



Field Trip to Zappos – What We Learned

by Jon Spenceley  |  July 22/2010  |  , ,
Field Trip to Zappos – What We Learned

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 …



Support Gets Supported!

by Corey Reid  |  June 18/2010  |  , , ,
Support Gets Supported!

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 …



More Rockstars, less robots!

More Rockstars, less robots!

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 …



Surprise & delight people

Surprise & delight people

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 …



Supporting Our Support!

by Corey Reid  |  May 25/2010  |  , ,
Supporting Our Support!

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. …




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