January? The best time of year to call TaxCalc Support?

Sounds unlikely? Surely most firms expect to wait a little longer for support from their software suppliers in the run up to the return filing deadline? True, but I’m pleased to say things are different for TaxCalc customers.

Maintaining excellence in Customer Support is as important to us as every other aspect of our business offering. Other providers might identify Support as an easy target for cost-savings. We, on the other hand, invest heavily in our Support team to provide a prompt, and technically-superior service to our customers. For instance, we place great emphasis on answering our Support Line in seconds rather than minutes. I’m exceptionally proud to tell you that our team achieved an average of only 22 seconds to answer our customers during January. Those of you who’ve had the ‘pleasure’ of waiting for 20 minutes and more for other providers to handle your query in the past will appreciate the speediness of this level of response. 

First TaxCalc SmartPractice Seminar goes down a storm!

Friday 24^th June 2016 saw the first TaxCalc SmartPractice Seminar take place at The Aviator Hotel, Farnborough.

The feedback from the seminar has been outstanding with over 90% confirming they would attend again in 2017 and over 85% would recommend the SmartPractice to other practitioners.

Ramping up – why a rush of new customers can be good news for existing ones

Customers. It is all about customers. Attracting new customers is obviously important for any business, as is offering new products and services that existing customers can buy. However, what matters most is looking after the customers that you already have. Of course, that’s not a new principle but it is one that is easy to lose sight of when things get busy.

Chips and Gravy

So, now you may be wondering why anyone at TaxCalc would be writing a post about chips and gravy. 

Well, we ask our customers if they have a couple of minutes to complete a survey after any remote log in session or email correspondence with us. This gives us an idea of how we are performing in relation to the support that we provide our customers. We also have a similar survey for feedback about the product itself.

We continually review the results and the comments received from these surveys and would like to thank everyone who left the fantastic comments we received throughout January 2016.  However, it seems that we just weren’t specific enough for one customer when we asked for additional comments. They took the opportunity to tell us that they like chips and gravy! ...

Gathering Customer Feedback

We are now in the second week of January and we are pleased to report that, in Support, we are exceeding expectations with an average wait time of just 26 seconds last week.

I mentioned in my previous article that we listen to our customers, and we really do! Part of our review process for cases involves looking at how many customers would like a feature or change to be implemented, so we rely on customers telling us what they want…

Customer Service at TaxCalc

At TaxCalc, we care about our customers and providing excellent customer service is at the heart of the business. HMRC wait times have been in the news a lot recently and of course it comes as no surprise to anyone that, during a recent Which? Survey, it was revealed that their average wait time between 25 September and 2 October 2015 was 38 minutes – and this wasn’t even during January, the busiest time of the Self Assessment season!

Support Hours

Christmas is approaching, so it’s time to inform our customers of our opening hours throughout the holiday period.

As usual, we’ll be keeping a support service running during this time because we appreciate that some limited companies accounts and tax returns need to be submitted by 31 December. And, as usual, we'll be extending our January support hours to help our customers at this busy time.

• Christmas opening hours - we will be providing email support on 29, 30 and 31 December between 9am and 5:30pm.

• January opening hours – our extended support hours during this month are:

o    Monday – Friday: 9:30am and 8pm

o    Saturdays: 10am and 4pm (commencing 9 January)

o    Sunday 31: 10am and 4pm

Emails will also be monitored during the evening of 31 January.

We wish you a Happy Christmas and a prosperous New Year!