Ah, freelancers. As an account manager, they are either the light of your life, or the bane of your existence. Freelancers can save your ass when a project scales beyond your team's capacity, or they can cost you dearly when they suddenly decide to go on holiday with your urgent work still sitting unfinished on their desk.
When you've had a computer crash, or you've got a software issue that's preventing you from doing a certain job, or you're terrified that you've wasted money on something that doesn't work, you're even more susceptible to taking offence to written messages. This is why customers dealing with email support are often more sensitive than other type of customers.
For as long as I can remember, two major players have dominated the small business accounting space. They produce a number of different products, depending on your size, industry, and budget.