Xero has unveiled its latest support solution for Australia’s small business owners with the launch of Xero Central. Describing the new resource as a one-stop solution for small business owners, accountants and bookkeepers, Xero Central will allow Xero customers to engage securely with Xero’s support team, moving away from email-based correspondence.
Xero claims this will ensure businesses and advisors who use Xero daily can access an experience that is more personalised, intuitive and connected.
Xero suggests with 70 per cent of customers preferring to use a company’s website, rather than phone or email, Xero Central meets the demands of today’s customer and represents the cutting edge of customer support.
Xero Central is built on the Salesforce Community platform and powered by Coveo machine learning — providing customers with faster resolutions to potential issues, with instantaneous answers to common questions and support issues.
Xero says the My cases feature, will provide Xero customers with greater transparency, visibility, and control over their support queries, and allow them access to any prior Xero Central cases to refer back to previous support if needed.
Nigel Piper, Executive General Manager — Customer Success, Xero believes Xero Central will elevate the customer experience.
“As we grow beyond 1.6 million customers in more than 180 countries around the world, we are always looking at how we can take our customer service to the next level, particularly as we grow at speed. My cases is an important piece of the puzzle that will allow us to scale our approach in order to provide the best possible experience for all our users. Xero is redefining what exceptional customer support looks like, and this is another step toward our vision of bringing all things around the customer experience together on one platform,” he said.