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4 votes
Appreciate the feedback, Martin. As you noted you do need to search ideas first and to create one you'll need to enter a forum and search where you'll then get an option to Post a new idea if lone of the results doesn't match what you're after.
Understand how this could be simpler and while we don't have any immediate plans on this, we;ll update you here if any are made.
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Martin Danger
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34 votes
Hi everyone, we wanted to let you know about a new update to the navigation help menu that's in the process of rolling out in Xero.
We're introducing an AI generated answer field to the content search results in the existing help box within Xero blue, HQ and Xero Me. When you search or ask a question in this box you'll receive an AI generated answer based on Xero Central support content that's displayed above the regular search results.
Introducing generative AI to our navigation help menu will help to improve the results returned by the search function, saving you time especially if you're just getting started in Xero, or doing a task you don't do often.
We aim to have this to all users over the next week, and I'll round back to confirm when available to 100%.
An error occurred while saving the comment Martin Danger
commented
Hi Kelly,
with this suggestion, if the chatbot ends up being implemented, will anything be done to the "With Xero you get free online support 24/7 from our customer support team" claim that Xero makes? Is Xero going to define a "team member" to include a chatbot?An error occurred while saving the comment Martin Danger
commented
The way support is provided is extremely disruptive to my workflow. Long story short, the process prioritises Xero's time over my time.
I can't contact support 24/7. I can only send a request for support to contact me. And they get back to me when it's convenient for them.
It's misleading to advertise that Xero offers 24/7 support. They don't. At most, they offer an opportunity to ask for support 24/7.
Why is it that the person who pays for the product, a product that is supposed to streamline bookkeeping tasks because time is precious, especially for a small business, why is it that the person who pays has their time treated as less important than the person who is getting paid to provide the service?
And the AI chat bot - this tool is a search tool. When I contact support, 95% of the time it is because I have a real issue, not a lack of knowledge issue. All these "improvements" improve Xero's profitability, not your own ability to make some money.
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2 votesMartin Danger
shared this idea
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706 votes
Hi everyone, a year on from my last engagement we wanted to provide an update for you all here.
As many will be across we're in the midst of making a lot of iterations and improvements to new invoicing leading up to the retirement of classic invoicing in September (2024).
We have a fair amount of work lined up in the teams schedule over the coming months and to give an indication there isn't any committed plans around a function to add interest to invoices.
That said, we do have a team that have picked up and are considering how we might solve this with the technology in new invoicing - It's early days on this yet, but I'll share if there's any progress on this for you all here.
In the meantime, as has been shared by others over time there are a few ways you could accomplish this…
Martin Danger
supported this idea
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How about amending the wording?
You say that "to create one you'll need to enter a forum and search where you'll then get an option to Post a new idea if lone of the results doesn't match what you're after." Why don't you tell users that in the first place?
The product ideas home page doesn't even mention that you can submit an idea unless "sharing an idea" is supposed to mean submitting an idea. "Sharing" has a meaning in the social media context that people will use here - which is to send that link/info/idea to friends - that isn't submitting an idea to Xero.
And if you can figure that "sharing an idea" means submitting it xero, the page gives you zero clues about how to "share that idea". As the user, you have assume that you will find out how to do that soon, maybe on the next page?
Keep the language simple. Tell users the information they are looking for (how to submit an idea). No need to sacrifice the readability of content just so you can use more popular industry jargon that doesn't quite fit the scenario.
The search box - have text that says something like "enter your idea here:"
and when you enter it and it searches automatically, include in the search result "Your idea isn't in these search results. Click here to submit your idea."
I'm not sure how you test these interface designs, but it seems to me that the people who test them might be too familiar with them to see these issues that users will encounter.