Whether it’s a survey following a support interaction or an annual loyalty survey, the team at Sage takes your responses to heart and makes every effort to let your feedback guide and direct how we deliver our products and services. In January, we shared some of the service enhancements implemented based on your feedback; now let’s look at the results!

You Spoke! We Listened!

Courtesy Callback

Thousands of customers took advantage of this new feature this January, leaving a name and phone number to save their place in queue instead of waiting on hold. This freed them up to continue working on other projects or calls without losing their place in line.

Streamlined call handling

Our goal is to provide relevant solutions in fewer steps... but did it work? Yes! In fact, the average time to resolve a case improved by over 30% from January through May 2017 compared to the average for the three months prior. We understand that the less time you spend on the phone with us, the more time you have for running your business!

Appointment Scheduling

If you have premium support you can set up a time that works best for you, no more wait in line to get the help you want. The convenience you want when you need it.

Extended Support Hours

We know that January is an incredibly busy time of year, so we extended our support hours to open an hour earlier and close an hour later, and even added Saturday service. This year, 6334 Sage customers were able to reach us outside our normal hours, getting their questions answered when they needed them and reducing the volume (and therefore hold times) during regular support hours. Win-win!!

Year-End Center

Every year we load up the year-end center on Sage City with relevant videos, articles, and forum threads to guide you through all the taxes, forms, product/tax updates and other year-end questions. Every year it evolves to fit what you tell us you need, and this year traffic is up 79% over last year as more and more customers find what they’re looking for there. Didn’t see what you needed? Let us know! 

What’s next on our list? 

Based on the most recent survey data, we've listed some of the areas you’ve told us you’d like us to work on below:

• Colleague Training

Not just on the software, but on how you use it to run your business. Now that our busiest season is behind us, our internal classrooms are filling up with colleagues taking a deeper dive on the products they support and how you use it. 

• Getting the most out of your Sage software

Your feedback on Sage 50 US capabilities, customization and functionality is being reviewed in depth and used to drive the product’s development and future offerings. We also have options to help you maximize your investment today. 

• • • Check out this short video for a Sage 50 New users basic guide.
    • Check out this short video to see How To make Job Costing work for you!
    • Click here to see a list of all the Sage 50 US YouTube videos.

• We’re here to help! 

We greatly value your business and will continue to work every day to be a partner in helping you grow.  And the next time you get a survey from us, please let us know your thoughts! In the meantime, don’t hesitate to reach out to us:

• • The Sage 50 Accounting U.S. support community in Sage City
  • Sage Knowledgebase
  • SageU for On Demand course and more!
  • Sage contact information
  • Sage 50—U.S. resources: Help is never far away

Enter and vote on new features

Tell us what you’d like to see next - Sage is listening! Sage Ideas is your central location to contribute to our future product road map. We want to know what you believe are the most important enhancements that would make our product generate even more value for your operations. 

To suggest a new idea, go to SageCity.com > Support > Sage 50 Accounting U.S. > Ideas. We also invite you to take a look at the ideas posted by others, and vote on those that would also bring more utility and efficiency to you. We routinely monitor your ideas and your votes and will use them to assist our development teams in prioritizing our future product development.

At Sage, we expect to delight our customers with our rich family of software products. So, let us know what would delight you!

Thank you,

Sage 50 U.S. Support Team