1. Finding out how to raise a case - link from the 'Not actioned' email to video - If you want someone to watch a video on how to do something, don't force them to login to Vimeo. Not all of us want to have every app under the sun.
2. Finding out how to raise a case - link from the 'Not actioned' email to the blog - taking us straight to the right blog entry would be helpful rather than just directing to the general blog page and the user has to search to find it. If someone needs support - its probably time sensitive.
3. Xero Central - how to raise a case. I appreciate that you want people to try the Knowledgebase first especially as you've implemented AI - but sometimes we just need to raise a case without having to search through all of the docs - again another frustrating experience for someone who just wants to raise a case. Please provide a link straight from Xero Central.
4. So the whole 'how do I get to raise a case' experience was fairly awful, but raising a case was only ok. Not sure if it made me feel better or worse to know that someone wouldn't look at it for 6 hours!
Once the case had been responded to:
It was not obvious in the response email how to actually get to My Cases in Xero Central - I had to search for the support article. Processes are not intuitive. I'm not a technophobe - but I am in my 50s and take a little longer to adopt new things - you still need to factor us into your processes.
Sarah Davies
supported this idea
·
1. Finding out how to raise a case - link from the 'Not actioned' email to video - If you want someone to watch a video on how to do something, don't force them to login to Vimeo. Not all of us want to have every app under the sun.
2. Finding out how to raise a case - link from the 'Not actioned' email to the blog - taking us straight to the right blog entry would be helpful rather than just directing to the general blog page and the user has to search to find it. If someone needs support - its probably time sensitive.
3. Xero Central - how to raise a case. I appreciate that you want people to try the Knowledgebase first especially as you've implemented AI - but sometimes we just need to raise a case without having to search through all of the docs - again another frustrating experience for someone who just wants to raise a case. Please provide a link straight from Xero Central.
4. So the whole 'how do I get to raise a case' experience was fairly awful, but raising a case was only ok. Not sure if it made me feel better or worse to know that someone wouldn't look at it for 6 hours!
Once the case had been responded to:
It was not obvious in the response email how to actually get to My Cases in Xero Central - I had to search for the support article. Processes are not intuitive. I'm not a technophobe - but I am in my 50s and take a little longer to adopt new things - you still need to factor us into your processes.