Expat Tax Online 리뷰

Thank you for your balanced review and for highlighting the value for money. We genuinely appreciate that. First, just to clarify, we do not have any staff based in Malaysia. Our team is fully trained in US tax and works across several locations, always under our direct management and quality control processes. You are absolutely right that customer experience matters. We recently launched our new One.Tax platform and, as with any major technology upgrade, there have been areas we have been rapidly improving. The good news is that overall feedback has been very positive, and we are releasing updates continuously to make the portal clearer, faster, and more intuitive. We are an online-first platform, which helps us keep fees significantly lower than traditional firms. That said, our live chat service is now available 18 hours per day, Monday to Friday, and is handled by real humans with US tax knowledge. Outside those hours, we are actively improving our AI responses to ensure faster and more helpful support. While we do not operate as a phone-based firm, clients can always request contact from a manager via our contact page if something needs escalation. Regarding document translation, we sometimes ask clients to provide key figures in English to avoid unnecessary third-party translation costs. That said, we understand this can feel unusual, and we are working on clearer guidance so expectations are set upfront. We are constantly refining the experience, and many of our returning clients are already seeing the improvements. We would genuinely welcome the opportunity to support you again next year and demonstrate how far the platform has progressed. Thank you again for taking the time to share your feedback. It helps us improve.