We all know that when you could have a query about Xero, you need a useful reply rapidly so that you could get again to work.
Xero Central is our one-stop-shop for getting the help you want. It has a variety of content material to assist reply your questions on Xero, together with how-to articles, movies, neighborhood discussions and the choice to boost a case with our buyer expertise crew should you get actually caught.
Right here’s how one can get the enable you to want and get again to what you’re keen on – working your corporation.
Your first place to go
When you could have a query about Xero, the primary place to go to is Xero Central. Merely sort your query into the search bar and also you’ll see plenty of articles come up primarily based on what the search engine is aware of about you out of your Xero account. Xero Central makes use of good expertise to be taught whether or not you’re a small enterprise buyer or an accountant or bookkeeper, what you’ve looked for earlier than, and what clients much like you could have looked for.
You can even get assist by clicking the query mark within the prime proper nook inside Xero. This reveals you content material from Xero Central, however is even smarter. It is aware of what web page you’re on within the product and makes use of machine studying to inform what different clients generally need assistance with in that actual spot – and what help articles they discovered helpful.
These help articles are up to date and optimised day by day by our crew {of professional} writers, and we add new articles for brand new product options or ‘trending’ points. So should you assume you’ve learn one earlier than, take one other look as a result of it could have modified.
Elevate a case for extra complicated help
Whereas the vast majority of our clients discover what they’re in search of within the help articles, generally your query is a bit more complicated and we have to offer you particular person help to resolve it with you. That’s the place our buyer expertise crew is available in.
If the help articles don’t have the knowledge you want, scroll to the underside of the article and also you’ll discover the choice to contact Xero help. Right here you may fill out a kind that’s despatched to the shopper expertise crew who will triage it and assign it to the following obtainable specialist with the best abilities that can assist you. Most of our buyer expertise specialists have a degree-level accounting background so that you could be assured that they’ve the technical data to assist together with your case.
A lot of our clients typically go in search of a cellphone quantity to name to get help. Whereas we don’t have an inbound help cellphone quantity, we do name clients when it helps. However first we wish to ensure that we’ve the best individual wanting into your query, and so they have all the mandatory data – so that you’re not ready on maintain or being handed round departments. If you increase a case you may request a name, or we’ll ask to your cellphone quantity if we predict speaking to you straight will assist.
Our buyer expertise crew relies in eight workplaces across the globe, that means we are able to present help 24/7. So should you’re elevating a case late one night from Australia, don’t be shocked to listen to a British accent on the cellphone – they’re answering your question throughout UK workplace hours.
Learn how to increase a terrific case
In the case of elevating a case, there’s a couple of issues you are able to do to assist us reply your query as rapidly and effectively as potential:
- Most significantly – give us as a lot data as potential! Inform us what you need assistance with and the place you bought caught. This helps us assign your case to a specialist with the best abilities to assist.
- Inform us what steps you’ve already taken to attempt to clear up the issue – together with which help articles you’ve learn on Xero Central.
- If you happen to’ve already cleared your cookies and cache, or tried another browser, tell us.
- Sending screenshots could be actually useful.
- Invite Xero Help into your organisation should you assume we’d want to research your downside.
- And should you’ve obtained a posh downside and also you’d want to speak to us over the cellphone – tell us so we are able to organize a cellphone name.
Observe your question in ‘My instances’
When you’ve raised a case, you may see the progress on ‘My instances’. You instructed us how vital it was to know when to count on a response from our buyer expertise crew, so we offer a real-time estimate of once we’ll be capable to get again to you.
After your case is resolved – we’ll ask you for suggestions, and please do tell us the way you fee your expertise. We’re continuously evolving and how we are able to enhance, so we recognize it whenever you inform us what’s going properly, and what could possibly be higher subsequent time.
If you happen to nonetheless have unanswered questions on Xero help, learn this text on Xero Central.