Tuesday, 29 January 2019 10:33

Xero launches new ‘one-stop’ customer service portal

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Xero launches new ‘one-stop’ customer service portal Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Accounting software provider Xero has launched Xero Central as a one-stop customer service portal aimed primarily at small business.

Following its initial iteration, Xero claims the Central solution now offers customers a “world-class support platform”, and the new My cases feature launching this week allows customers to engage securely with Xero’s support team, moving away from email-based correspondence.

“This will ensure businesses and advisers who use Xero daily can access an experience that is more personalised, intuitive, connected and beautiful,” the company says.

According to Xero, with 70% 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 faster resolutions to potential issues, with instantaneous answers to common questions and support issues.

“As a result a large majority of queries are solved via customers accessing pre-existing content. By speeding up the time to resolution, Xero Central and My cases give business owners answers quicker so they can spend more time doing the things most important to running their businesses,” Xero says.

Nigel Piper, executive general manager – Customer Success, Xero, said: “We see Xero Central as the beginning. We want to use this platform to truly help customers have a personalised learning experience, allowing users to go on a beautiful seamless journey with Xero, and fully understand the benefits of our platform. Xero Central is proving highly successful at providing customers with a holistic destination to find the answers they need around the tools critical to their business, tied together with an exceptional customer experience.

“My cases further streamlines the process for both users and Xero’s customer support. We can provide high value answers at speed with the use of machine learning. Fundamentally - Xero’s mission is to give more time back to our customers.”

“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.”

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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