Client Support Options

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Support Options for Clients

1. Review Our Knowledge Base

Use this for:

• Common questions about bookkeeping processes, service offerings, or software tips.
• Topics that can easily be addressed by a blog article, such as "How to Organize Receipts" or "Understanding Quarterly Reports."

How to use it: Visit our knowledge base page using this link to find answers to frequently asked questions. or search our blog which has hundreds of topics and articles

2. Contacting Your Bookkeeper Directly

Use this for:

• Day-to-day management of your books, such as questions about specific transactions or account updates.
• Providing information about ongoing bookkeeping tasks or clarifying specific entries in your books.
• Asking questions or providing updates that require direct input from your bookkeeper.

How to use it: Use your bookkeeper’s direct email address, which can be found in previous communications or obtained by calling our main office.

3. Email Support (support@soundbookkeepers.com)

Use this for:

• Escalated Issues: When your bookkeeper is not handling your issue correctly or quickly enough.
• Account Management: Changes to client information (address, bank details), service upgrades/downgrades, adding additional companies, or canceling service.
• Billing Issues: Discrepancies in billing, questions about charges, or problems with payment processing.
• Compliance and Regulations: Questions about tax law compliance or requests for financial documentation.
• Technical Issues: Minor errors in bookkeeping-related software.
• Feedback and Complaints: Suggestions for improvement, positive feedback, or minor service dissatisfaction.

How to use it: Send an email to support@soundbookkeepers.com. Include a detailed description of the issue and relevant information or attachments.
Expected Response Time: Within 24-48 business hours.

4. Phone Support

Use this for:

• Directly Contacting Your Bookkeeper: For urgent matters related to day-to-day management or if you need an immediate response.
• Main Office Contact: If you cannot reach your bookkeeper directly or have an issue that requires escalation.

How to use it:

• Dial your bookkeeper’s direct extension.
• If you cannot reach your bookkeeper, call our main number at 206 794 3864, and someone in the office will determine if escalation is necessary.
  Expected Response Time: Immediate during business hours; voicemails returned within 1-2 hours.

5. Scheduled Meetings

Use this for:

• Meetings with Your Bookkeeper: To discuss routine matters, ongoing projects, or regular check-ins.
• Meetings with Our Bookkeeping Manager: For escalated or more complex issues requiring managerial review.

How to use it:

• With Your Bookkeeper: Schedule directly with them using their online calendar or contact information.
• With the Bookkeeping Manager: First, escalate through the support queue (via the support email or main office phone).

Important Information About Our Ticket System

Our internal ticket system is managed by our support team to track and resolve your issues efficiently. Although you do not need to submit tickets directly, please be assured that any issue reported via the appropriate channels (email, phone, or meeting scheduling) will be logged and tracked by our support team for timely resolution.

Please choose the appropriate support method based on the urgency and nature of your issue. This helps us address your needs efficiently and ensures the best possible service. If your issue falls outside of these categories or you’re unsure where it fits, feel free to reach out via email or phone for guidance.