By Ben Taylor
With so many options in accounting software, the one winning factor for firms and clients alike isn’t in the feature-set, but in the oft-underappreciated offering of exceptional customer service.
Continued use of any software platform, accounting notwithstanding, is about the relationship you establish with that provider. And I can say that drawing from my experience as an accountant, and now building a general ledger platform for over a decade, I want to offer my views on why customer service is paramount in accounting software and in nurturing those relationships.
Onboarding and setup: The first impression matters
Implementing new accounting software isn’t just a technical task; it’s a significant transition that impacts daily operations, requiring a combination of accounting, technical expertise, and change management. A responsive customer service team ensures that this transition is smooth, addressing concerns promptly and guiding users through the setup process. This proactive support not only accelerates adoption but also builds trust from the outset.
Accounting involves intricate processes, and software-related issues can arise unexpectedly. Whether it’s a glitch in generating reports or challenges with integrations, timely assistance is crucial. A dedicated support team that understands the nuances of accounting can provide solutions that minimize downtime and maintain operational continuity.
Many users only scratch the surface of their accounting software’s capabilities. Effective customer service teams don’t just resolve issues; they educate. Through webinars, tutorials, and personalized guidance, they empower users to leverage advanced features, optimizing workflows and enhancing productivity.
Build trust through exceptional support
Customer service in accounting software isn’t a one-time interaction; it’s an ongoing journey. From initial inquiries to long-term usage, each touchpoint shapes the user’s experience. Tools like customer journey mapping can help software providers understand and enhance this experience, ensuring that support evolves with the user’s needs.
Trust is the cornerstone of any financial tool. Users entrust accounting software with sensitive data and critical operations. Consistent, reliable customer service reinforces this trust, assuring users that they have a dependable partner ready to assist whenever challenges arise.
Prioritizing service
While features and functionalities are essential, the value of exceptional customer service in accounting software cannot be overstated. It’s the bridge between technology and user satisfaction, ensuring that software solutions truly serve their intended purpose. As the landscape of accounting continues to evolve, prioritizing customer service will remain a defining factor in the success and longevity of software solutions.
Mistakes to avoid
Even companies committed to excellent customer service can stumble. Awareness of the following common pitfalls can help ensure your customer service truly meets users’ expectations:
- Slow response times: Delays can quickly erode trust.
- Inadequate training: Poorly trained support teams frustrate rather than assist.
- Ignoring feedback: User insights are valuable. With almost every piece of feedback, there’s something to be learned.
- Lack of personalization: Generic responses indicate a lack of genuine care.
- Underestimating technical complexity: Overlooking technical challenges can cause delays, disrupting client operations.
By proactively addressing these common mistakes, software providers can ensure customer support strengthens rather than undermines user relationships.
Conclusion
Exceptional customer service is foundational to providing an effective accounting software solution. Software features might initially attract users, but it’s the quality and responsiveness of customer support that sustain long-term satisfaction and loyalty. As accounting technology continues to evolve, prioritizing customer service ensures solutions not only meet but exceed user expectations, transforming software providers into indispensable partners.
ABOUT THE AUTHOR:
Ben Taylor is CEO of SoftLedger, a cloud accounting platform designed for multi-entity companies that delivers consolidated financial data in real time.
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