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In an effort to create more transparent support, and to just make it easier to answer questions about Merchant’s Mirror, we’ve decided to use Get Satisfaction as our support area. Get Satisfaction puts all of your support needs in an area where the power of the community weighs in. And since there are things coming down the pipeline that have to deal with community… (we won’t get into it here today although we can already here the half-hearted and playful boos), we decided that this was a good shift for us.

When you get right down to it, all small business is people powered, community driven, and the web 2.0 era has re-proven that fact. This allows both the corporate side to show that they’re listening, and not have to be repetitive with question answering which helps users find what they need, (maybe throw in some praise), and move on. The worst that can happen is when we hear about how some business shelled out hundreds if not thousands of dollars on accounting software to find that the company behind it never replies to emails or phone calls.

So if you have questions, comments, or whatever, just head over there and find out what you want to know. If you want to keep it private? There’s a place for that too.

How many times have companies decided to ignore your voice? When you ask a question, it seems to go into a dark void never to be seen or heard from again?

We might be a web based accounting provider, but we do understand customer service and support. With over twenty years of combined experience in support services, we know that it’s tough as a company man to smile through every irate or frustrated call. But that’s what we do. And here, we try to be as transparent as we can and speak to our customer base as much as possible to see that everything is going smoothly. The goal is always to cultivate that trust and loyalty between your customers and your business. Doesn’t matter what type of business, customers put food on your table so you have to appreciate that if nothing else.

Thus, I stand by the Company-Customer Pact. This pact basically speaks of the communication between company and customer where everything is not only in a civil manner, but both sides recognize that we are all trying to make things work correctly and that as a customer, you have rights that many larger corporations do not recognize anymore. It’s good for both company and customer to read that pact since it’s by no means a one-sided deal. Both ends agree that there needs to be something done and we both seek to achieve it.