Change how 24/7 support is advertised
Xero advertises 24/7 support. My idea is that this representation is amended to reflect what support is actually offered.
Xero state that you can "Contact Xero for free and unlimited 24/7 customer support". To most people, the meaning of this representation is that you can communicate in real time with someone from Xero who can help. This is not the case.
The advertising claim should reflect that, while you can request support at any time, you will only get that support when Xero staff have the time to provide it, based on their triage system.
If you believe I'm being too literal, consider this statement "Your doctor is available 24/7 to provide you with support/medical advice". Do you take this to mean that you can contact your doctor at any time to make an appointment? Or that you can get hold of them (that is, talk to them) at any time?
Martin Danger
shared this idea