Good vs Bad Tech Support: You Know It When You Feel it

Has this happened to you?  

A new system update to Windows 11 or macOS has caused an issue with emailing customer invoices - you need quick technical support and likely an update or patch to get things back to normal. Instead, you are stuck in endless phone queues, start interacting with difficult chatbots while on hold, or receive unhelpful scripted replies to tickets posted hours earlier. Frustration builds and you still can't send customer invoices without a bunch of manual workarounds. What should have been a simple interaction with technical support turns into wasted time and mounting stress.

At Accountek, we believe great software isn’t just about the features, it’s about the people who stand behind it. Moving to a new accounting and ERP platform not only requires planning and execution but it also requires excellent technical support. That’s why our Connected technical support team is built the old-school way - real humans, quick responses, and genuine follow-through.

What Does Good Tech Support Feel Like?

 Good Tech Support

• Real humans who listen. You talk to someone who understands your business - not a script.
• Support provided by the actual software developers vs third party
• Fast, clear answers. Problems get solved quickly and completely.
• Personalized help. Advice that fits your setup, not a copy-paste reply.
• Consistency. The same knowledgeable team, every time.
• Proactive communication. They don’t just fix issues - they help you avoid them.

 Bad Tech Support

• Low product knowledge with outsourced or third party tech support.
• Endless phone trees and bots. You get lost before finding a real person.
• Excessive hold time and lengthy call queues with no call back options.
• Slow responses. Waiting hours or days while workflow grinds to a halt.
• Scripted replies. Answers that don’t address the issue being asked about.
• Passing the buck. The issue gets bounced around and never really solved.

What Does Good Tech Support Sound Like?

The best proof comes from our customers - businesses that rely on the Connected Accounting and ERP platform every day.

“Connected has become integral to our business, and a big reason is the support team. They always get back to us fast and walk us through every step.”

“We run Connected across both Mac and PC, and the transition was seamless thanks to their support team. Real people who actually understand our setup.”

“When I call Connected, I get someone who knows my company and actually fixes the issue on the first try. No runaround, no phone transfer ping pong — just results.”

“I was nervous switching systems, but the Connected team made it simple. They checked in after the install just to make sure everything was running smoothly. That says a lot.”

In the End

Good support doesn’t just solve issues — it builds trust and confidence.

At Connected, we’ve kept our support team human:

No bots. No long waits. No generic scripts.

Just experienced people who care about helping your business stay connected and moving forward.

About Connected

The Connected Accounting and ERP platform, by Accountek Solutions Inc. has been helping SMBs manage their businesses for over 30 years. With our best-in-class Connected on Demand cloud (subscription) and trusted Desktop application for macOS and PC (perpetual license), Connected offers the choices businesses demand. The Connected platform is offered in both Connected Enterprise and a scaled down Connected Core Financials configuration.  

To learn which Connected product and platform is best for your business, complete our software Needs Analysis or Download a Free Trial today. If you have questions, call us today @ (888) 678-5856.