We’re always keen to enhance Xero software support. We get a lot of feedback from our customers – most is positive, but we’re always ready to respond if not. A case in point involved some recent feedback from Australian accounting Partners. Their concerns were around the speed of processing urgent support tickets, and usefulness of the first response. We moved rapidly to deal with these.
The Xero support teams handle close to 12,000 tickets per month and Australia is 50% of our ticket volume, up from 30% six months ago. While we are seeing fewer tickets per organization, the rapid growth in our customer base means overall ticket volumes do increase every month and we need to keep on our toes for every customer.
We have extended the hours to give better coverage across multiple time zones and improve the way we dispatch, monitor and manage support tickets. We have support teams in New Zealand, Australia, United Kingdom and are building a team in the United States which gives us coverage for the working day just about everywhere. We also run smaller weekend shifts that primarily focus on urgent tickets.
Key to our approach is the quality of support resources. We hire accountants, accounting graduates and bookkeepers for support and for Partners. We make sure the team includes senior staff with practice experience.
We realize that accounting Partners can face more complex support requirements, for example, where multiple client organizations are involved in a support ticket or where the Partner is supporting their client’s use of Xero. We are boosting these resource levels to reflect higher demands and thereby improving support for all customers.
So we’re pleased to announce a new Partner support queue. This means Partner tickets will now be separated into their own queue to ensure we give the right amount of resource, and therefore support, to our whole customer base.
In my next blog post we’ll look at the support ticket process and the information you need to include to help us respond to you more quickly and effectively.