Small business bookkeeping app Pandle has introduced a live chat support mechanism.
As one of the younger and smaller players in the bookkeeping market, Pandle caters from the kinds of business that don’t have large transaction volumes or need departmental reports and analysis. The target users are the kind of people who want a tool for issuing invoices and recording expenditures rather than more sophisticated and expensive cloud systems like Xero and QuickBooks Online.
They are also users who are likely to benefit from mobile accounting, which is where the chat service comes into its own. After testing the chat support mechanism in its web app, Pandle extended it to its mobile client as part of a recent upgrade, so users can now text their queries to the support team and get detailed responses.
“We aim to respond to all live chats within 1-2 minutes,” the developer said when announcing the new chat feature.
The interactive support is backed up by a library of help articles so users can get answers outside of the normal live chat support times.
Using chat systems for support is a clever way to reach younger smartphone users. But with the prevalence of intrustive, bot-driven online assistants, the support service runs the risk of depersonalising the support experience. In a marked contrast to Pandle’s text-based approach, for example, QuickBooks is now offering a live video support window with its SmartLook facility, which the company says has had a big impact on customer satisfaction.
But AccountingWEB user Vallery Lee recently put in a good word for Pandle’s new customer service approach. “Pandle is simple to use and I am slowly putting all clients onto it,” she wrote in May. “I would say that the support is better than I have come across with other packages - ask a question on the chat option and an answer or further discussion is there in about five minutes.”
AccountingWEB’s Head of Insight has been with the site since 1999 and likes to spend his time studying accountants’ technology habits. When not nerding out, you can find him exploring obscure indie music and searching for the perfect organic sourdough loaf from his base in Brighton, UK.