BILL Accountant Care: Support to drive your success

At BILL, we’ve always believed in the power of partnerships. Our relationships with accounting professionals have been a cornerstone of our mission to help firms and their clients grow and thrive. We’re deeply grateful for the trust you place in us, and we remain committed to being a reliable partner for your success.

In this blog, we’re excited to introduce our newest offering, Accountant Care, and highlight how it’s designed to elevate your experience with specialized support, faster resolutions, and expanded resources. These enhancements reflect our ongoing dedication to meeting the unique needs of accounting firms and their clients.

“The health of a firm is rooted in their clients’ trust, and that trust is built on expertise. At BILL, we recognize that accountants are the backbone of that relationship. Our Accountant Care team is dedicated to equipping them with the insights and tools they need to stay ahead, so they can confidently be—and be seen as—the trusted experts their clients rely on.” - Keith Gruver, Director, Strategic Services

Built for accountants, inspired by your needs

Over the years, BILL has partnered with accounting firms to save time, improve internal controls, and embrace paperless workflows. From the Accountant Resource Center to tools that streamline client management, we’ve developed solutions to empower you and your clients. Now, with Accountant Care, we’re taking that commitment even further.

Accountant Care is your go-to resource for reliable, expert support. From certified agents and faster issue resolutions to unlimited access to training, it’s all designed to help your firm thrive in today’s fast-paced financial landscape. Here’s a closer look at how we’ve enhanced support for our accountant partners:

Faster response times

We understand that waiting for support isn’t an option when managing critical client needs. That’s why we’ve streamlined our processes to significantly reduce response times. With a 56%* reduction in overall average resolution time and a 73%* improvement in payment status inquiries, we’ve made it easier and faster to get the answers you need. These improvements ensure you can focus on delivering exceptional service without unnecessary delays.

Specialized support from certified experts

Every accounting firm is unique, and so are your support needs. That’s why our Accountant Care certified support team has undergone specialized training to provide tailored assistance across phone, chat, and email. Whether you’re navigating a technical issue or need strategic advice, you’ll always have access to knowledgeable experts who understand the accounting profession.

Priority payment support 

With Priority Payment Support, our Accountant Care agents have direct access to internal teams, helping to ensure  faster resolutions for payment-related inquiries. This dedicated channel allows us to prioritize your needs, delivering quicker assistance and smoother coordination to keep your operations running seamlessly.

Extended support hours

Your work doesn’t always follow a 9-to-5 schedule, and neither should your support. We’ve expanded our hours to ensure help is available when you need it most:

• Monday-Friday: 5 AM – 9 PM PST
• Saturday-Sunday: 6 AM – 3 PM PST

With these extended hours, you can count on expert guidance even outside of traditional business hours.

BILL Help Center improvements

We’ve enhanced the BILL Help Center to make managing your support needs easier and more efficient. The updated Help Center now features a secure message center where you can track and manage all your cases in one place. With updated help resources, and improved virtual assistance routing, you’ll have faster access to the answers and support you need.

Comprehensive resources for continuous learning

In addition to direct support, Accountant Care offers unlimited access to an extensive library of on-demand courses and certifications. These resources empower your team with continuous learning opportunities, helping you stay ahead in an ever-evolving industry.

A place to connect: The BILL Accountant Community

The BILL Accountant Community is a dedicated, member-driven space where accounting professionals can connect, collaborate, and share ideas. Whether you’re looking to solve challenges, exchange insights, or build meaningful relationships with peers, this community is designed with you in mind. Currently available to BILL Accounting customers, the community offers a unique opportunity to learn and grow alongside other professionals. If you’re interested in joining, reach out to us at customercommunity@hq.bill.com.

Cost-effective support

The best part? BILL Accountant Care is included for all firms and their clients at no additional cost. We believe in providing exceptional support as a standard part of your experience with BILL.

Real success stories

The impact of Accountant Care is best reflected in the experiences of our partners:

“Iries was exceptional. She was patient with me and answered all my questions. She even shared helpful tips and tricks on how to resolve future issues. I love learning, so I appreciated her attention to detail. She was probably my favorite representative thus far.”

“Great support and I love the follow up/summary email after my chat. By far, BILL has the best customer support I've ever experienced. All software companies should follow your customer support model. Kudos on making the customer support experience a great one!”

A partnership for your success

At BILL, we understand the unique challenges accountants face. With Accountant Care, we’re committed to being your trusted partner, providing the tools and support you need to thrive in today’s accounting landscape. From faster resolutions to continuous learning resources, every feature of Accountant Care is designed with your success in mind.

Thank you for trusting BILL to support your firm and clients. We’re excited to continue building our partnership and helping you achieve even greater success.

*Based on internal analysis of customer support data over the last fiscal year.