New Support Platform

Our goal is to listen to our customers and provide improvements to our flagship product – The QQube for QuickBooks Data Warehouse. Circumstances dictated a move from our previous platform, and we embraced the opportunity to get better and inculcate the various suggestions we had received over the years.

We separated the website and support platforms as they serve different audiences. We designed the website to inform potential customers about the benefits of using QQube to create Custom Reports in the tool of their choice, and we segmented support to handle pre-sales technical questions and post sales implementation.

The first goal of any website is to attract customers, and the second goal is to cogently and succinctly demonstrate the features and benefits of the proferred products and services.

Our current platform gives us more control over both goals. We can reach a larger audience, and we can more efficiently describe what QQube does, and how it saves everybody hours/weeks/months of time compared to starting from scratch using the Intuit SDK or 3rd party ODBC connector.

There are three major changes that should improve the customer support experience:

1. A search engine that works. Our previous platform included a search mechanism that returned too much information from a query – including many items that had little to do with the posed question. The new platform gets right to the top items – and we can monitor the success or failure of those queries to improve things for the next person.
2. Easier to use ticket system. You can now create a ticket by sending an e-mail to support@clearify.com or using the support button on the support home page without having to login to create it or responding to it. It is only necessary to login if you want to see a history of your tickets. You can still send a log from the QQube Configuration Tool to auto-create your ticket.
3. Personal Assistant. We programmed the live chat mechanism on our website to provide users a quicker path to what they are looking for, with an option to create ticket or receive a phone call response for when they don’t get the answer they need.

Since the beginning of our company, private ticketing has always been the first choice for customers when communicating with CLEARIFY® about issues or getting answers to their questions. The primary reason is that we require a copy of the latest synch log from the QQube Configuration Tool – and the information within that log should be private.

We hope, however, that customers will frequent the “Feature Requests” Forum.

We have implemented 90% of customer requests in the last 14 years. Suggestions make our product better, and how quickly we implement them, is based upon the number of people who provide and support the business cases for their suggestions.

If we are unable to implement a suggestion, we will always give a detailed explanation, so anybody will understand our thought process. We are always grateful that someone would take the time to help us get better.