We are committed to delivering exceptional customer support

BW&T Business Advisors, Inc. is committed to delivering exceptional customer support that helps clients navigate their business challenges with confidence. Here’s an overview of what you can expect from our dedicated support team.

OUR PHILOSOPHY :

• CLIENT-FIRST MINDSET

We prioritize understanding each client’s unique needs and tailor solutions accordingly.

• PROACTIVE ENGAGEMENT

We don’t just respond to issues; we anticipate questions and provide guidance before problems arise.

• TRANSPARENCY AND INTEGRITY

Clear communication, realistic timelines, and honest assessments are the foundation of our support.

CORE SUPPORT CHANNELS :

• PHONE SUPPORT

Our knowledgeable associates are available to answer urgent questions, provide real-time guidance, and escalate complex issues when necessary.

• EMAIL SUPPORT

For non-urgent inquiries, clients can reach us via email and expect timely, thoughtful responses with documented next steps.

• LIVE CHAT

Real-time assistance on our website for quick questions, onboarding help, and quick problem-solving.

• CLIENT PORTAL

A secure, centralized hub where clients can access documents, track progress, view timelines, and communicate with their advisory team.

SERVICE LEVELS :

• RESPONSE TIME

We aim to acknowledge all new inquiries within a specified SLA, varying by priority level.

• RESOLUTION TIME

Issues are triaged and assigned to specialists to ensure efficient and effective resolution.

• REGULAR UPDATES

Clients receive proactive status updates so they’re never left in the dark.

• ESCALATION PATHS

Clear escalation channels ensure that high-priority or complex matters receive attention from senior team members when needed.

WHAT OUR SUPPORT COVERS :

• ONBOARDING ASSISTANCE

Step-by-step guidance to get clients up and running with our services, tools, and processes.

• POLICY AND COMPLIANCE GUIDANCE

Up-to-date advice on regulatory requirements and best practices tailored to each industry.

• FINANCIAL AND OPERATIONAL ADVISORY

Support for budgeting, forecasting, risk assessment, process improvement, and strategic planning.

• TECHNICAL HELP

Assistance with software tools, data analysis, reporting dashboards, and data security best practices.

• DOCUMENTATION AND TRAINING

Clear, accessible documents and training resources, plus personalized coaching for teams.

OUR TEAM :

• ADVISORY PROFESSIONALS

Seasoned experts across accounting, tax, consulting, and business optimization.

• CLIENT SUCCESS PARTNERS

Dedicated points of contact who ensure alignment with client goals and smooth communication.

• SUPPORT ENGINEERS/ANALYSTS

Technical specialists who handle data, systems, and tool-related inquiries.

• COMPLIANCE SPECIALISTS

Professionals who stay current with industry regulations to keep clients compliant.

COMMITMENT TO QUALITY :

• CONTINUOUS IMPROVEMENT

We regularly collect feedback, measure satisfaction, and implement improvements.

• KNOWLEDGE BASE

A growing library of FAQs, how-to guides, and best practices to empower clients.

• SECURITY & CONFIDENTIALITY

Robust data protection measures and strict confidentiality protocols to safeguard client information.

GETTING THE MOST FROM SUPPORT :

• PROVIDE CONTEXT

Share background, goals, and any relevant documents to help us respond faster.

• DEFINE PRIORITIES

Indicate urgency and impact to help us triage effectively.

• BE OPEN TO COLLABORATION

We often work iteratively—review, adjust, and refine solutions with client input.

• USE THE PORTAL

Leverage the client portal for tracking, updates, and centralized communication.

METRICS WE CAN EXPECT :

• Customer Satisfaction (CSAT) scores after support interactions.
• First Contact Resolution (FCR) rates to measure how often issues are resolved on the initial contact.
• Average Handling Time (AHT) for timely responses without sacrificing quality.
• Net Promoter Score (NPS) to gauge overall client sentiment and loyalty.