10 results found
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Xero Support - Provide phone support
Please offer phone support. You still continue to have many people being frustrated at the lack of phone support you provide. As paying customers and given the substantial fees you charge customers should be able to ring you when they need to. Often the online responses we get from your customer services people are too complex for them or their English is not good enough to be able to understand the issues.
30 votesHi everyone, while we don't have an inbound number you can call, we do call when it helps.
You can raise a case with our team of specialists at Xero Support. With a range of different features this means we can quickly get your question to some one with the right skills to help. If you feel a call is needed let the team know when you're sharing detail, our specialists are generally happy to arrange this with you and can schedule a call at a time that suits you best.
We find that most questions can be answered with help that is already available on Xero Central. Having a written case with our support team means they can share resources and you can look back on this information at anytime through your My cases if you need to refer to it at another time.
Also, if you're having…
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Increased Early Plan pricing
I am a refuge from QuickBooks (after decades of use). I switched to Xero because of the ever-increasing costs of QuickBooks since they switched to a subscription model.
I have to have two Xero subscriptions -- one for my (very) small business and one for my home bookkeeping. (With QuickBooks, I could manage both with a single account.) At the Early level, that's $15 per month apiece, $30 a month for both, or $360 a year in all. That's less than QuickBooks, but it's a lot for my modest needs.
Now with the added "cash coding" feature -- which I…
2 votesAppreciate you sharing your feedback on this and thoughts int he community here. Currently, Xero offers a discount when you subscribe to more than one small business pricing plan. The one thing you'll need to ensure is that each organisation is subscribed to the same email address - We have more information on Xero Central, and you can connect with our specialists through the Contact Xero Support option at the bottom of the page if you'd like to discuss your subscriptions further.
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Monthly subscription
Go back to sending the monthly invoice with the notification. When you changed this so we had to log on and download the invoice it makes more work takes more time and we are less efficient. I had already emailed you about this but received no reply. Regards Arthur
4 votesHi community, our subscriptions are on a monthly basis. If you have any issues with receiving your invoice it's best to contact our specialists at Xero Support to take a closer look and confirm any queries round this.
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Subscription - Automatic super in all AU Payroll plans
My suggestions is that automated super should be available if a Xero package offers payroll, like the starter package and the Standard package - its near impossible for clients to make direct super payments for employees (even for business owners themselves) without using this feature.
With the increases in subscriptions occurring in September I think an upgrade with automated super should be tabled for the lower subscription packages.
25 votesHey everyone, happy to be able to share with you all that payroll is now included in all business plans which also includes auto super as a standard feature. If you haven't already set this up you can find more information on this on Xero Central. We thoroughly appreciate all your feedback and sharing with us on your needs through product ideas here.
If you have any questions about your subscription plans our specialists will be happy to help, and you can raise a case with them through Xero Central. 🙂
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Utilise the Xero support team to write the XERO Customer Requirements specification for XERO 2.0
Having developed and managed both hardware and software development products for many years, Xero has the best product support I have seen.
They are all very knowledgeable of the Xero product and the customers that continually moan at the short comings of a very poorly designed product.
My advice, is to utilise the product support team to write the customer requirement specifications of the Xero product, using the Product Idea portal and the "competition" as the starting point of Xero 2.0. Then the development team can write the software and then let the product support team alongside Xero customers "test"…
3 votesReally do appreciate the feedback, David and it's great to hear you've had such good experiences with our Xero Support team.
While we can't run every single feature that our product teams deliver through our support team, this is a very regular occurrence. Our product teams will often engage other teams internally to understand the pain points of users that they are trying to solve for and in many cases they may release features internally with Xero staff to test and feedback on features before they are released externally.
Just as you noted there are also other measures of testing that our teams have in place to evaluate the performance of features before they are delivered.
Our product teams will continue to evolve their thinking in how we test, and review features before they are released so we can build and deliver products that create positive customer experiences.
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startup help
Most Small business owners like myself are not accountants. Getting Xero working and using the integrations with hubdoc has been lots of trial and error and frustration. It would be so much easier if as part of starting an account I had someone for the first month to get online with me who can see my screen and walk me through how to do all of the basics such as: 1. How do I correctly bring a receipt into xero through hubdoc so it matches to transactions I can reconcile? 2. How do I setup the quote system to work…
1 voteHi Joshua, I see you've also been in touch with our Xero Support team for help with some of your questions and advice on setting up.
Our Support team are able to offer some of this sort of guidance, and can answer specific questions. We also have some great getting started resources available on Xero Central with guidance, courses and content that can be a good starting point.
For one-to-one help for the best setup for your particular business, or questions on meeting reporting and regulatory needs we'd recommend using the Advisor Directory, to find a Xero-certified adviser in your area.
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Plans - Invoice creation limits per month
volume of invoice creation limit per month and total transactions limit per month should be determined by what plan you subscribe. It should be a built into Xero depending on the type of plan. It should be stated clearly in your plan comparison tables
1 voteHi Trung, this is already available. The only plan we currently has that limits the number of quotes and invoices you can approve is the Starter plan (this will be 'Ignite' in the new plans coming). All other plans have unlimited invoices that can approved and sent.
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Billing - Referrals program
A Referral and Affiliate program would be great. I love Xero and recommend it to other business owners.
8 votesHi everyone, we're pleased to share that our 'Refer a friend' program has opened up to all users, in all regions! 🙂
You can invite your friends to Xero, and earn rewards - When someone signs up using your unique link and subscribes to a paid Xero plan you’ll receive commission for every month they stay subscribed, up to 12 months. See more detail on our website.
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Xero support case raise - Refresh suggested articles less often
I'm not sure if this is the appropriate place for such a thing.
But, when i just submitted a support ticked and was typing in the description and with every character of mouse click it would reload the suggested articles.
Which is just not how it should work.
The old format was perfectly fine.1 voteThanks for bringing this up here, Dylan. We've made a small update to the way this works.
Now, when raising a case with our Xero Support team and typing in the description the articles suggested on the right side won't update as quickly as they were before. This should make it easier to skim through existing help articles as you type. 😊 We'll move your idea across to delivered, however we welcome any further feedback to our update.
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AU Payroll - Add Payroll as optional extra for starter plan
PAYROLL AS AN ADD-ON IN AUSTRALIA
Please allow payroll as an add on in Australia. The very basic plan is enough for most small businesses and sole traders, but the jump in price just to add one apprentice is prohibitive. I feel small businesses and tradies are not catered for well. We often don't need all the bells and whistles, but just something basic. To pay my apprentice via Xero will cost me an extra $360/year which is ridiculous.
7 votesHey team, as you may have recently seen on our blog payroll is now included in all of our business edition plans!
We received valuable feedback from our customers on their needs in this feature with our lower tier plans, which has helped inform this change.
Thanks for your feedback, and sharing what matters to you in Xero Product Ideas! 🙂
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