CANOPY CUSTOMER EXPERIENCE
How Canopy Puts Customers (You) First
Helping you get the most out of Canopy—every step of the way.
Customer Satisfaction Score
of questions answered through the knowledge base
In-house support
CANOPY CUSTOMER EXPERIENCE
You have questions? We have answers.
Our support team is your go-to for quick solutions and general inquiries (think: troubleshooting, account access, billing questions, and more). No robots or offshore call centers, just a full-time, in-house, award-winning team full of helpful real-life humans, ready and eager to help whenever you need it.
How to Reach Us:
-
Chat: available under your Canopy profile
(Mon-Fri, 6 am – 6 pm MST) -
Email: support@canopytax.com
(Mon-Fri, 6 am – 6 pm MST) -
Phone: 855-558-8407
(Mon-Fri, 8 am – 5 pm MST) -
Knowledge Base: detailed answers to the 500+ most common questions, available 24/7
-
And to keep things from going haywire, we offer extended hours during tax season.
Onboarding and Implementation
Canopy’s onboarding team works side-by-side with your team to get you started. From data imports and workspace setup to a team training (or two…or three), we’ll handle the details so you can focus on running your firm.
What to Expect
A typical implementation lasts between 6-8 weeks. Please note that larger or more customized projects might require additional time to ensure quality results.
- The Standard package provides structure, training, and expert assistance, while empowering your team to own the process.
- The Premium package provides firms extra help with their implementation and template set-up, a custom report configuration, and some 1 on 1 team training.
Resources We Offer
- 60+ Training and Tutorial videos (available 24/7, updated weekly).
- Live training sessions with Q&A to make sure all your questions get answered.
Customer Success is with you all the way
Our customer success managers (CSM) are your dedicated partners in—just like their title says—success. From sharing best practices and feature adoption to strategy sessions and subscription guidance, they make sure you’re always getting the most out of Canopy.
What to Expect
- Your CSM joins your first onboarding call and stays involved until you’re fully set up, ensuring a smooth transition and ongoing support.
- Pre- and post-tax season reviews to optimize your workflows and processes.
- Regular product updates to help you stay informed of feature releases and best practices.
- Regular feedback loops, making sure your needs are communicated directly to our product team.
Resources We Offer
- Ongoing training and support on new features, best practices, and workflow improvements.
- Live strategy sessions to help you get the most out of Canopy.
- One-on-one guidance whenever you need it.
More Than Support, A Built-In Success System
Connect with peers, access expert training, and find instant answers through the Canopy Community, Canopy University, and our searchable Knowledge Base.
Canopy Community
The Community is exclusive to Canopy customers and is a perfect space to ask questions, share wins, and trade tips with other accountants. You'll also be able to vote on feature requests and help shape future Canopy improvements through the roadmap and idea portal.
Canopy University
Canopy University offers a three-level certification program focused on the exact processes and challenges firms face. Beyond certification, Canopy University offers learning paths that support implementation and assist with account setup.
Canopy Knowledge Base
Learn at your own pace with access to a searchable database of 600+ articles and 60+ training videos. In the knowledge base you will find answers for the whole team, whether you’re just starting out or are a seasoned user.
Oh, you think your firm is special?
Good, because it is.
We know every accounting firm is unique, which is why our team of product specialists is here to support your special requests with custom workflows, tailored reports, or specialized training. With hands-on guidance, you’ll have the flexibility to configure Canopy in a way that aligns seamlessly with your firm’s processes.
Customer Satisfaction Score
First response time via chat
First response time via phone
No contract required. Book a meeting with our experts.
“There’s high touch client service [from the start]. We had somebody and still have people that are always reaching out, making sure that we have everything we need.”
“After merging with another firm, Canopy instantly onboarded 800 new clients without a hitch. It gave us confidence that we could continue scaling efficiently.”
“The Canopy support team is great at quick responses and finding answers to my issues. They are great when helping on a "how to" question as well. Canopy cares about its users and engages with them frequently to learn from them while they are working on a new product or launch. It was easy to implement for my staff and integrate without many changes.”
Frequently Asked Questions
You've got questions? We've got answers!
Canopy provides fully in-house support through chat, phone, and email during business hours, with extended availability during tax season. The team handles troubleshooting, account questions, and general product guidance. Canopy’s 24/7 knowledge base also covers hundreds of common questions for self-service support whenever you need it.
Ready to get started?
Your future self will thank you.