customer
TokenTax Has Exemplary Customer Support
TokenTax's customer support - in my case, mostly Robin and briefly Kerri - has been exceptional. While much of the raw transaction data imported into TokenTax was interpreted appropriately by their software, there were also many transactions that did not render properly, leading to an inaccurate estimated tax liability, and needed to be edited manually. However, it often wasn't clear what was wrong and how to fix it! I have the Pro plan, and asked for help via the Live Chat feature. Within a half hour I got a response from Kerri. Kerri went above and beyond to help me identify and resolve the issues, fixing one instance of the problem as a courtesy and writing a detailed explanation, along with marked-up screenshots, so that I would be able to resolve further instances of that particular kind of problem myself. After a little while, Robin took Kerri's place and has been helping me since. He has been amazingly dedicated, conscientious, honest, and knowledgeable, also always going above and beyond to help me understand what needed to be fixed and how to do it. While he suggested that I could benefit from the VIP plan (in which specialists reconcile all the problematic transactions for you), he did not pressure me to upgrade; instead, given that I chose to reconcile the issues myself, he has stuck with me, providing the guidance I needed to do it in every case, with clear, detailed instructions, accompanied by marked-up screenshots, that were always sufficient for me to understand what I needed to do. In one case he even sent me a spreadsheet calculator tool designed to address the sort of issue I was dealing with. Hopefully the industry will evolve such that all this reconciliation work will cease to be necessary, but given that it is, I'm very glad to have had Robin and Kerri by my side.