Client Support Options
Welcome to Sound Bookkeepers’ support center! We offer a variety of methods to ensure you receive the assistance you need. Please review the options below to choose the best method for your needs, as well as our response times.
Support Options for Clients Welcome to Sound Bookkeepers’ support center! We offer a variety of methods to ensure you receive the assistance you need. Please review the options below to choose the best method for your needs, as well as our response times.
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Support Options for Clients
Welcome to Sound Bookkeepers’ support center! We offer a
variety of methods to ensure you receive the assistance you need. Please review
the options below to choose the best method for your needs, as well as our
response times.
1. Review Our FAQ
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 FAQ section at https://sbk2.co/faq/ to
find answers to frequently asked questions.
2. Email 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).
Reasons We Call Clients
We may reach out to you for the following reasons:
- To
discuss an addendum or change to your services.
- To get
clarification about a transaction.
- To
have you review uncategorized items.
- To
obtain an updated payment method.
- To
verify that you received something we emailed or sent by mail.
- To ask
about an account that has been or needs to be added/deleted.
- To
request a report for filing with the Department of Revenue (DOR).
- To
request a report for closing the year-end period.
- To
request a report for a period close.
- To
request a W-9 form.
- To
request 1099 forms or other year-end and loan documents.
- To ask
about a fixed asset.
- To ask
you to ask someone else a question on our behalf.
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.