Easy methods to get assist from Xero

We all know that when you’ve got a query about Xero, you need a useful reply shortly with the intention to get again to work. 

Xero Central is our one-stop-shop for getting the assist you want. It has a spread of content material to assist reply your questions on Xero, together with how-to articles, movies, neighborhood discussions and the choice to lift a case with our buyer expertise staff should you get actually caught.

Right here’s how one can get the show you how to want and get again to what you’re keen on – operating your enterprise. 

Your first place to go

When you’ve got a query about Xero, the primary place to move to is Xero Central. Merely sort your query into the search bar and also you’ll see quite a lot of articles come up based mostly on what the search engine is aware of about you out of your Xero account. Xero Central makes use of sensible 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 prospects much like you’ve got looked for. 

You may also 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 prospects generally need assistance with in that actual spot – and what assist articles they discovered helpful. 

These assist articles are up to date and optimised every single day by our staff {of professional} writers, and we add new articles for brand spanking new product options or ‘trending’ points. So should you suppose you’ve learn one earlier than, take one other look as a result of it could have modified.

Elevate a case for extra advanced assist

Whereas the vast majority of our prospects discover what they’re searching for within the assist articles, typically your query is a bit more advanced and we have to provide you with particular person assist to resolve it with you. That’s the place our buyer expertise staff is available in. 

If the assist articles don’t have the data you want, scroll to the underside of the article and also you’ll discover the choice to contact Xero assist. Right here you possibly can fill out a kind that’s despatched to the shopper expertise staff who will triage it and assign it to the subsequent out there specialist with the suitable abilities that will help you. Most of our buyer expertise specialists have a degree-level accounting background so that you may be assured that they’ve the technical data to assist along with your case.

Lots of our prospects usually go searching for a telephone quantity to name to get assist. Whereas we don’t have an inbound assist telephone quantity, we do name prospects when it helps. However first we need to ensure that we now have the suitable individual trying into your query, and so they have all the required data – so that you’re not ready on maintain or being handed round departments. While you elevate a case you possibly can request a name, or we’ll ask in your telephone quantity if we expect speaking to you immediately will assist.

Our buyer expertise staff relies in eight workplaces across the globe, which means we will present assist 24/7. So should you’re elevating a case late one night from Australia, don’t be stunned to listen to a British accent on the telephone – they’re answering your question throughout UK workplace hours. 

Easy methods to elevate an awesome case

On the subject of elevating a case, there’s a number of issues you are able to do to assist us reply your query as shortly and effectively as attainable: 

  • Most significantly – give us as a lot data as attainable! Inform us what you need assistance with and the place you bought caught. This helps us assign your case to a specialist with the suitable abilities to assist. 
  • Inform us what steps you’ve already taken to attempt to remedy the issue – together with which assist articles you’ve learn on Xero Central. 
  • In the event you’ve already cleared your cookies and cache, or tried another browser, tell us. 
  • Sending screenshots may be actually useful.
  • Invite Xero Help into your organisation should you suppose we would want to analyze your downside. 
  • And should you’ve acquired a fancy downside and also you’d choose to speak to us over the telephone – tell us so we will prepare a telephone name. 

Monitor your question in ‘My instances’

When you’ve raised a case, you possibly can see the progress on ‘My instances’. You informed us how essential it was to know when to count on a response from our buyer expertise staff, so we offer a real-time estimate of after we’ll be capable of get again to you. 

After your case is resolved – we’ll ask you for suggestions, and please do tell us the way you charge your expertise. We’re consistently evolving and how we will enhance, so we admire it once you inform us what’s going nicely, and what may very well be higher subsequent time. 

In the event you nonetheless have unanswered questions on Xero assist, learn this text on Xero Central.