The skinny on how Xero support works
From time to time we get the question, why doesn’t Xero support offer phone assistance?
We know that busy small business owners hate waiting on the phone to speak to someone who often can’t even help them. We also want to ensure that when you talk to someone at Xero, that person can solve your problem, as quickly as possible.
Trying to guess how many people to have sitting around waiting for customers to call is an impossible problem to solve. So we deliberately came up with a different model, where you can tell us the problem, automatically giving us as much information as possible, then get on with your business. Then one of our Xero customer experience (CX) team can have a look at what’s going on, let you know what to do, or give you a call to sort things out.
This video explains how Xero support works.
We track our response times and the number of contacts it takes to resolve a problem closely. If we see times slipping that gives us the business case to hire and train new customer experience team members.
We decided that customer experience is vitally important. All of our valued CX team are Xeros. We don’t outsource CX. We expect great things from the people who answer your questions, and we only hire those who have the right balance of accounting, technology and service knowledge. They must be up-to-date with our new features and latest releases. It’s not something we’d trust to people outside of Xero.
Providing help online provides us with a consistent record of your query. If you come back to us later, any one of our support staff can see what happened without you having to explain all over again. We can get information from different areas while you get on with your day. If we need to go to our developers or other specialists, we can do that. We come back to you with a complete answer. We have people working across multiple timezones so as one person heads home for a well deserved rest, another Xero CX specialist is having their morning coffee and ready to help.
There are many ways to get help.
- Check out help.xero.com for instructions and a video
- Ask your accountant – you can do that from the help menu
- Search community.xero.com to see if others have raised the question before. You can ask questions there as well.
- Log a support ticket in the app
- There are also lots of forums on LinkedIn and other places for general discussion about working with Xero
We have a huge variety of online resources which give great answers to a lot of our common questions. By keeping our help online we are able to respond with links and direct references to these resources, something much harder to do over the phone. It also means that you always have a record of what we’ve said – great when you’ve previously had help with those once-in-a-while tasks.
We’ve also set up a Customer Experience Team in Denver, alongside our existing centers in Wellington, Auckland, Melbourne and Milton Keynes. So no matter what time you need us, we’ve got people ready to help.
In the Customer Experience team, our objective is to get your question answered. We only hire the best and brightest to get that done. We make sure you have a great set of online tools to support you as well, like our Business Essentials videos, our community and our help centre – and we’re always building on these to make sure you get the support you deserve.
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