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.

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. 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 the Clear Books Community. 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 the Clear Books Community. 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 the Clear Books Community. If the problem is simple then we will deal with it there.

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.

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…

Posted by Tim Fouracre

Tim founded Clear Books in 2008. Like many small business owners he worked from home for 15 months to get his startup off the ground. Today Tim enjoys helping Clear Books, its customers and its growing team innovate and achieve. Tim did his GCE O Levels in Ghana.

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