At Gusto, we’ve always believed in the power of partnerships. They are the bedrock of small business success, and it’s with immense gratitude that we express our appreciation to our valued partners. You are an essential part of the Gusto family, and we thank you for the continued opportunity to serve our mutual clients. 

In this blog, I want to celebrate this incredible partnership, share some exciting updates about our enhanced customer support, and provide insights into these changes’ positive impact on the accounting community. Today we share with you the progress we have made and where we continue to focus to provide the best possible support experience for our partnership.

  • 65% Year-Over-Year Drop in Tax Resolution Open Cases: We’ve streamlined our processes and support to ensure that tax-related issues are addressed promptly and efficiently, resulting in a remarkable decrease in open cases.
  • 62% Decrease in Phone Pickup Time Since January 1st: We’ve significantly reduced the time it takes for you to get a real person on the line so you can get the answers you need without delay.
  • 37% Year-Over-Year Reduction in Support Case Resolution Time: Our enhanced support has led to faster resolution of support cases, allowing you to get back to what you do best – running your business.

How we’ve elevated accountant support

We understand that when you need support, you want it right away. Knowledgeable and efficient support for accountants’ needs is not just a service; it’s a commitment. That’s why we’re cranking up the gears to ensure that you receive the help you need precisely when needed. Here’s what’s new in our Accountant Care support:

Faster response times

We’ve heard you loud and clear. Time is of the essence in the business world, and waiting for support is not an option. We’ve significantly invested in technology and personnel to reduce response times across all our support channels. You can expect quicker and more effective responses if you reach out via email or phone. Over the last three months, the phone wait time has averaged 3.5 minutes versus one (1) business day via email. If you’re a Silver and Gold partner, the average call wait time is three (3) minutes.

Extended support hours

We recognize that businesses don’t always operate on a 9-to-5 schedule. Your needs are not bound by the clock, nor should our support be. Whether you’re an early bird or a night owl, we’ve got your back by expanding our support hours. Our specialist support teams will now be available, Monday through Friday, from:

  • 5 AM to 5 PM, PST Timezone
  • 6 AM to 6 PM, MST Timezone
  • 7 AM to 7 PM, CST Timezone
  • 8 AM to 8 PM, EST Timezone

Specialized support

Every business is unique, and so are your support needs. We’re enhancing our ability to offer specialized support based on the intent of your inquiry by matching you with an expert in that area. Your success is our priority, and we’re here to ensure you have the proper support when you need it most.

Annual checklist

One important thing to do at the end of the year is to close your books. That’s why we compiled a checklist of the most common accounting to-dos for the year-end. Whether you work with a CPA, bookkeeper, or DIY, this checklist should help prepare you for success this end-of-year.

The new Gold Tier experience

For our Gold tier partners, the front-of-the-line treatment continues. We’re introducing our Technical Accountant Managers (The TAM Team, as we call them) to supercharge your success in the coming 1-3 months. These dedicated support experts will be your trusted allies, helping you better navigate Gusto with deeper care.

Improved Help Page and search bar

Our new Search engine and Help pages in Gusto are easy to use and get you and your clients the answers to your questions in a snap. Use the search bar to ask a question or search by topic and get tailored recommendations like where to go to complete a task quickly, step-by-step instructions to issue resolution through our Help Center articles, and more. Watch this 3-minute demo to learn more about how to take advantage of Gusto’s new Help page.

Reporting missed payroll, benefits & team members

Admins must have the required permissions to be able to report a payroll processed outside of Gusto or manage incomplete non-Gusto payrolls. This is important to make sure accurate tax withholding and W-2 reporting for all your current and past employees this calendar year.

If you need to adjust past benefit amounts for Gusto-managed health benefits, integrated 401(k), or Gradvisor 529, reach out to our team via the Gusto Pro Support tab. For other benefits, including medical, dental, vision, and investments, you can make changes yourself (with the right permissions) for both past and future amounts by editing the benefit directly.

Go to the People section in your Gusto admin account > add Employees. And add your U.S.-based contractors, invite them to self-onboard, send documents for signing, and simplify your payroll process.

Adjusting your state and IRS accounts

If you’re missing State account numbers, reach out to the state directly to obtain your client’s account number. For assistance with registering for state accounts, let Gusto’s partner handle the registration process for you. Once you have your client’s state tax information ready, you can easily enter it into our system by following the guidelines provided in this Help Center article.

It’s always a partnership

As we celebrate these achievements, we want you to know that our commitment to you remains unwavering. We’re not just here to provide a service but to be your trusted partner on your journey to success. We can and are achieving remarkable things together and are excited to see where the future takes us. 

Thank you for partnering with Gusto, and let’s keep this awesome partnership rolling!

Mike Dickinson has 15 years of customer service leadership, focusing on Partner relationships. He is passionate about the experience accounting firms have with Gusto’s customer service, including VIP Care, Accountant Care, and Technical Account Management teams.
Back to top