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 on FreshBooks and our customer oriented service and culture. They interviewed our co-founder and CEO Mike McDerment who shares some examples of FreshBooks’ striving customer service and why it’s an opportunity for any business, especially for one with customers (we’re hoping everybody!).
Excerpt from the article:
“A lot of companies look at customer service on their financial statement and don’t see that, fundamentally, it’s a gold mine. There’s a disconnect with the numbers on the page. They look at it as a cost because it’s not generating new sales directly and misunderstand that it does indirectly. In reality, it’s pure interaction between your customer and your company.”
Also be sure to check out the video interview with Mike.