Accounting practices
Client questions with the file in front of you.
Practice support is almost entirely about a specific client's specific filing, payment or deadline — the questions a generic knowledge base is useless for.
“Every client question needs somebody to open their file first, so nothing can be answered quickly by whoever is free.”
Client context on arrival
Which entity, which period, what is outstanding. Assembled before anybody reads the message.
Deadlines are not negotiable
Questions relating to an imminent statutory deadline rise automatically, because the consequence is not proportional to the effort.
Consistent answers on chargeability
What is inside the engagement and what is extra, recorded rather than decided differently by each person asked.
Where to start
The questions customers in this trade arrive with.
Five that almost every company in this line of work is asked, repeatedly. Each one is either a knowledge gap, a process problem, or a question only the customer's own record can answer.
- “What is outstanding for this client?”
- “Which questions are about an imminent deadline?”
- “Is this inside their engagement?”
- “What did we tell them last time?”
- “Which clients are asking the same thing repeatedly?”
What customers are asking about
This month, across every conversation.
Also relevant
Give every client a consistent service experience.
Give every client a consistent service experience.
Other trades
Not quite your line of work?
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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