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.
“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.”