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Xero Business Community

Xero Business Community

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Community > Tell us how we're doing >

Getting support from Xero is slow - will there be telephone support?

Started by Thomas Bombotas -   in Tell us how we're doing

We really need phone access to oyur support area. The current process is to o ad-hoc. Real time software requires real time issue resolution.
Official Xero Reply
First up, we are really committed to give a great support experience.

We don't provide direct phone support as it would be a bad experience. We would have to guess how many people we would need, you would have to wait, then speak to someone who may not be an expert in what you're asking.

Under our model,

1. It's no extra charge
2. We can see the history of the issue and do some pre work if we need to
3. We often can see what you've done in the app
4. Anyone in our team can answer, from any country
5. We can ensure the right person answers
6. We will get back as soon as we can, you can get on with your day
7. If you really need to chat or it's super urgent we can call you back
8. We have a separate queue and prioritise partner issues

We think this is a much better experience.

Our customers can get help in app just click the ? icon in the blue banner, and if you can't find the right article, raise a question with our team at Support.

We are looking to make improvements to the customer experience (like the ability to see the status of emails) and looking at other tools like chat, but we need to make sure it delivers a great experience.
 

Nigel Piper (Xero Staff)