Clear Books Customer Support
We like to think that Clear Books has from the very beginning made every effort to engage with you about your ideas, questions & problems and to feedback what we are doing about them. Our customer support site, getsatisfaction, has been a key tool for this.
As we continue to grow we are getting more and more enquiries. On the one hand this is a fantastic reflection of new users taking the time to explore our online accounting app, but on the other hand it is impacting the development of new features. We are simply overloaded.
We are appealing for your patience as we organise and centralise our support process. The goal is to have the flexibility for our support function to scale as the requests continue to increase. Here are the steps that with your help we plan to take:
Support Emails
All support email enquiries are now logged in our customer support ticketing system. If the enquiry is a general idea, question or problem we will post it on getsatisfaction, send you a link and close the ticket. In other words please use getsatisfaction in the first place for any general enquiries. getsatisfaction is where we aim to centralise all enquiries.
Any support emails that are account specific or urgent will be dealt with appropriately via the ticketing system.
Ideas
If you have an idea, tweak, usability improvement or a feature request then mark it as an Idea on getsatisfaction. We will address ideas based on popularity of votes so please vote for the ideas you are a fan of.
Don’t be too disappointed if your idea only has one vote and has not been implemented – we’re overloaded remember and are prioritising based on demand.
Questions
Please continue to post questions on getsatisfaction. If a question is really an idea then we will change its status. e.g. ‘Can you introduce a Fixed Asset Register?’ is really the idea ‘Fixed Asset Register’ and should be voted for as described above.
Problems
If you have a general problem that is not impacting your account and does not contain financially sensitive data then please add it to getsatisfaction. If the problem is simple then we will deal with it on getsatisfaction.
If the problem is more involved we may import it into our ticketing system or you can email support directly.
Telephone Support
Our telephone support number is 08448 138 138. If we can answer a query on the phone we will. Otherwise we will take down details of your enquiry and open a support ticket.
API Queries
All API queries can be directed to api AT clearbooks.
Thank You!
We’re confident our organised approach will lead to a better support service and the rollout of more new features.
As ever, let us know your feedback…