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Support? What support?

Problem reported by Jonathan 5 years ago

I'm getting very weary of trying to get any kind of response out of CB Support. Online chat is "available" but no-one pops up, the phone line just has a "We’re really busy, call us back in 10 minutes" loop. Open tickets are left ... open.

Sage excels at support but then they need to with a clunky Line 50 product. Xero is a more developed product but their support is nothing to write home about.

In the beginning I had a lot of support from a very very helpful Natasha. But no more it seems ….

I feel like switching to something else, but don’t know what.

Or CB could just get enough support people, and offer … support?

1 Reply

Hi there Jonathan,

First of all, apologies for the delay in replying to your feedback.

And we're also really sorry that recently it's been difficult to get in touch with support as quickly as you would like.

We've been a bit short-staffed in terms of support over the past few weeks and, unfortunately, this has affected the service we offer to our customers.

We're working really hard to get back up to our normal levels of service and have recently hired Latha, a fantastic support accountant, to strengthen the team. You can read more here: https://www.clearbooks.co.uk/2015/07/24/meet-latha-our-new-support-accountant/

Also, I'm not sure if you've already seen it but Tim sent out a customer update email explaining how we're aiming to improve. if not, you can read it on the blog here: https://www.clearbooks.co.uk/2015/07/29/a-clear-books-update-from-tim-fouracre/

We've also decided to temporarily suspend the live chat option and focus on our email and phone support for the time being -- so that the wait you describe above doesn't happen. We understand how frustrating waiting indefinitely must be. More here: https://www.clearbooks.co.uk/2015/07/30/withdrawal-of-our-live-chat-support/

We're doing everything we can to provide a great customer experience for everyone and I'm sorry that we haven't been meeting your expectations.

Please let us know if there's anything we can help with at the moment.

Thanks for your patience, Hayley

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