Why doesn’t Xero have a helpline or phone support?

Phone support and call centre helplines have a reputation for poor service and offering a frustrating experience to the caller. Some of the difficulties and drawbacks of phone support are:

  • Staffing a call centre with sufficient trained staff to answer the phones is challenging; as a result call centres are often understaffed and you may have to pay for each support call you make.

  • Call volumes vary, making it difficult to predict how many staff are needed to answer the phones.

  • You’re often kept waiting on the phone for someone to be available.

  • You may speak to someone only to find they’re not an expert in what you’re asking about and having to explain it all again to someone else.

Xero customer and phone support FAQs

Find out why Xero doesn’t have a customer support phone number or telephone helpline you can call, how Xero online support works, and how you can contact us.

Why doesn’t Xero have a helpline or phone support?

Phone support and call centre helplines have a reputation for poor service and offering a frustrating experience to the caller. Some of the difficulties and drawbacks of phone support are:

  • Staffing a call centre with sufficient trained staff to answer the phones is challenging; as a result call centres are often understaffed and you may have to pay for each support call you make.

  • Call volumes vary, making it difficult to predict how many staff are needed to answer the phones.

  • You’re often kept waiting on the phone for someone to be available.

  • You may speak to someone only to find they’re not an expert in what you’re asking about and having to explain it all again to someone else.

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