As a business owner, there are a lot of things I love about my job—the flexibility, the freedom to choose projects, the opportunity to work with some amazing companies. But there are also plenty of things I hate about it—specifically, anything that involves invoicing, expense-tracking, and accounting.

So, when I first discovered FreshBooks a few years ago, I was intrigued. At the time, my client roster wasn't big enough to need the company's bigger plans, so I started with its free option.

As my business grew, my accounting needs did, too. But I still wasn't big enough for all of the features wrapped into FreshBooks' cheapest paid account. I needed something in between, so I did what a lot of customers might do: I reached out to the company's support team.

Less than 30 minutes later, I got this response:

Fast response: Check.

Friendly, personal tone: Check.

Creative, thoughtful solution to a small customer's even smaller problem: Check.

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Josh Zywien is a content marketer who writes for MarketingProfs: Made to Order, Original Content Services, which helps clients generate leads, drive site traffic, and build their brands through useful, well designed content.