News and events from TaxCalc
EVERYONE MAKES MISTAKES – EVEN HMRC!
But don’t worry. The fix is on its way.
You may already know that HMRC has made a number of changes to the Personal Savings and Dividend Tax Reform, which became effective from 6th April this year. You’ll also probably know by now that errors were made in the calculation of tax liabilities.
It’s meant that those affected are unable to electronically submit Tax Returns (if an error registers it’s called an Exclusion). Instead they have to file a paper Return, providing at the same time a ‘reasonable excuse’ form. This has proven highly inconvenient and is a potential problem that’s common to users of all brands of tax software.
But fear no more. At TaxCalc we’ve been working closely with HMRC to remedy the situation quickly.
Sounds unlikely? Surely most firms expect to wait a little longer for support from their software suppliers in the run up to the return filing deadline? True, but I’m pleased to say things are different for TaxCalc customers.
Maintaining excellence in Customer Support is as important to us as every other aspect of our business offering. Other providers might identify Support as an easy target for cost-savings. We, on the other hand, invest heavily in our Support team to provide a prompt, and technically-superior service to our customers. For instance, we place great emphasis on answering our Support Line in seconds rather than minutes. I’m exceptionally proud to tell you that our team achieved an average of only 22 seconds to answer our customers during January. Those of you who’ve had the ‘pleasure’ of waiting for 20 minutes and more for other providers to handle your query in the past will appreciate the speediness of this level of response.
Customers. It is all about customers. Attracting new customers is obviously important for any business, as is offering new products and services that existing customers can buy. However, what matters most is looking after the customers that you already have. Of course, that’s not a new principle but it is one that is easy to lose sight of when things get busy.
So, now you may be wondering why anyone at TaxCalc would be writing a post about chips and gravy.
Well, we ask our customers if they have a couple of minutes to complete a survey after any remote
We continually review the results and the comments received from these surveys and would like to thank everyone who left the fantastic comments we received throughout January 2016. However, it seems that we just weren’t specific enough for one customer when we asked for additional comments. They took the opportunity to tell us that they like chips and gravy! ...
We are now in the second week of January and we are pleased to report that, in Support, we are exceeding expectations with an average wait time of just 26 seconds last week.
I mentioned in my previous article that we listen to our customers, and we really do! Part of our review process for cases involves looking at how many customers would like a feature or change to be implemented, so we rely on customers telling us what they want…
At TaxCalc, we care about our customers and providing excellent customer service is at the heart of the business. HMRC wait times have been in the news a lot recently and of course it comes as no surprise to anyone that, during a recent Which? Survey, it was revealed that their average wait time between 25 September and 2 October 2015 was 38 minutes – and this wasn’t even during January, the busiest time of the Self Assessment season!