This is the first in a new series of articles we’ll be running each month, which will focus on a different member of the Clear Books support team. We’ll be finding out what time-saving features are available to Clear Books customers, and sharing the resolutions to commonly asked support questions.

 

Who are you?

Hi, I’m Michael and I’m a customer support analyst at Clear Books.

What does your role at Clear Books entail?

As a support analyst I assist customers with the use of Clear Books, whether that be answering any questions they may have, or pointing them in the right direction of any information that they need.

What’s the most commonly asked question this month and what is the answer?

Can I edit multiple bills – i.e more than one bill at the same time?

This can be done by navigating to ‘Purchases > Bills > All’ where there is a ‘bulk edit’ option located on the right hand side of the screen. By clicking on this option you’ll be able to edit the accounting date, reference, project and account of several bills at the same time before clicking on the ‘update’ button at the bottom of the page.

In your opinion, what is the best time-saving Clear Books feature?

The bank import tool saves a lot of time as you don’t have to manually enter each transaction on your bank statements.

Also, submitting VAT returns directly to HMRC through Clear Books, and submitting Real Time Information (RTI) about employees and employers tax and national insurance liabilities is really useful. This saves a lot of time and hassle for any small business that uses Clear Books.

What apps and tools can’t you live without and why?

Clear Books, of course.

Other than Clear Books, the support team also use Help Desk.


Help Desk is a useful tool as it allows the support team to see when a customer has a query. They can then assign a ticket to a team member who will aim to get in touch with the customer about the issue as soon as possible.

In addition, the team regularly use screenshot applications.

The screenshot apps we use allow me to send visual instructions and prompts to our customers when solving their queries. The screenshots I send are annotated with instructions to help show our customers how to action their request without having to solely rely on written or verbal instructions. It’s also useful as customers have a reminder should they need assistance in the future.

What is the best advice you have ever received?

I can remember it as if it was yesterday. I was seven and Yoda from Star Wars said; “Do, or do not. There is no try.”

What are the positive changes you can see within Clear Books in the upcoming 12 months?

The growth of Clear Books through cloud funding and our Santander partnership. More customer support for businesses, allowing us to increase and improve resources and the service to our customers.

When you’re not working at Clear Books, what do you enjoy doing?

Anything sport related, whether that be playing five a-side football on a Monday or watching the Premier League at the weekend.

 

Visit our Support page to learn more about the variety of customer support options available to you.

Posted by Darren Taylor

Darren is a Marketing Manager specialising in Digital Marketing

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