7,501 total
Customer support was fantastic. I am new to doing payroll myself so had to reach out for help. Response times were very fast. The agent was extremely patient with me and very knowledgeable. Instructions were clear and easy to follow. My problem was solved quickly.
Date of experience: November 01, 2024
Reply from Xero
Hey Aimee, this is really lovely to hear so thank you for sharing! We love hearing about your interactions with our support team. - MW
Communication is much better than before. The consultants seem better trained and more understanding than in the past. Very impressed with the support this time. Thanks all.
Date of experience: October 25, 2024
Reply from Xero
Hey Liz, thank you for sharing your feedback! It's great to hear how impressed you are with the support. - MW
We've been using Xero for our accounting needs, and their customer support has been outstanding! Anytime I raise an issue, their team is quick to respond and goes above and beyond to resolve it, often reaching out by phone or screenshare to guide me through any questions. Their attentive service makes a real difference, and I'm very happy with the support and overall experience. Highly recommended!
Date of experience: October 31, 2024
Reply from Xero
Hey Rue, thank you for your kind words! We're thrilled to hear about your positive experience with our customer support team. We strive to provide exceptional service and are happy that our team has been able to assist you effectively. We appreciate your positive feedback and are committed to continuing to deliver high-quality support to all our customers :) - MW
Spoke to a human being as the long list of FAQ's did not solve my problem of trying to sign in. Adviser was patient, came back with answers and set me up to enable me to oversee my clients accounts.
Date of experience: November 01, 2024
Reply from Xero
Thank you for your five star review Keith! - MW
Quick response and resolved with no fuss. Would like it to be easier to submit a ticket when you know reading articles won't resolve your issue but once you get through the hoops the service is great.
Date of experience: October 30, 2024
Reply from Xero
Hey Samantha, we appreciate your feedback and are glad you found our service helpful. We understand the frustration of needing to submit a ticket when articles don't provide the solution. We're always looking for ways to improve our customer experience and will consider your suggestion. - MW
Xero support were able to answer my queries in a timely manner - allowing me to attend to my clients needs quickly. This type of support is appreciated in a bookkeeping space as clients are of a day to day nature and often need immediate help.
Date of experience: October 31, 2024
Reply from Xero
We're so glad to hear that our support team was able to assist you in a timely manner. We understand the importance of providing quick and efficient support to meet the needs of your clients. - MW
Very helpful. Response time on a previous ticket was less than an hour. The one on subscriptions took a couple of days. Perhaps the team can be expanded in this area as we had time sensitive super payments to make and did not know that the organisational info update prompt was going to create a snowball effect of switching subscribers that is a process in itself, so our super payments to the ATO was late.
Date of experience: October 24, 2024
Reply from Xero
Hey Izolde, we appreciate your feedback and are glad you found our team helpful. We understand the importance of timely responses, especially when it comes to sensitive matters like super payments. We'll take your feedback into consideration as we continue to improve our service. - MW
Despite numerous conversations about why the new invoicing doesn’t work, Xero neither listen nor care. You have some how managed to make a really quick and simple task now much more time consuming. What used to be easy to use and intuitive software is now overly complicated and we are having clients complaining. You have also increased the pricing. More money for new poor features. We will be looking for alternatives for our clients as we only see this getting worse.
Date of experience: November 01, 2024
Xero stopped old users using classic expenses.
Now Xero have taken away classic expenses all together, I cannot even use it, yet Xero says that those who were using it prior to 2018 can continue to use it. Xero - You’ve taken it away !!!
I cannot even review my previous expense claims, no way to access them to review what previous expenses were.
Date of experience: November 01, 2024
I had a complex issue accessing Xero, but Hannah went through everything with me step-by-step and it was resolved very swiftly. Thank you!
Date of experience: October 31, 2024
Reply from Xero
Thank you for taking the time to review us Michelle. It's fantastic to hear how helpful Hannah is! - MW
Andrew responded to my question and after gaining access to the Xero file, he worked out what was wrong and provided advice to me on how to rectify the situation clearly and concisely.
Date of experience: October 25, 2024
Reply from Xero
We're thrilled to hear about your positive experience with Andrew. It's wonderful to know he was able to help you resolve the issue and provide clear guidance. We appreciate you taking the time to share your feedback. - MW
This is the first electronic accounting platform I have used, I cannot rate it enough. Easy to use, link with your accountant, highly recommended for anyone who is self employed
Date of experience: October 29, 2024
Reply from Xero
Hey Lee, thank you for your kind words and for taking the time to share your experience. We are thrilled to hear that you find our platform easy to use and helpful for your self-employment needs. We appreciate your recommendation and will continue to strive for excellence. - MW
In our sector, if a producer or a supplier does not listen to the feedback of the Customers, he will be left.
Xero is not listening to their Customers with reference to the new invoicing, and that is very disappointing. We are already trying Quickbooks.
Date of experience: November 01, 2024
I had a problem with a pay run not finalising because of a bank issue - turns out it was a quick fix as the bank account had disappeared in the settings. Very quick response. However, I am not happy with the new version of invoicing. I do the books for a caravan park and have to create an invoice for each day for the eftpos total. I enter each receipt and keep an eye on the total to ensure I am balancing. It is difficult in the new system because the screen is too large and I need to move the screen to see the total. It just seems like it has gone backwards with the invoicing, very disappointing.
Date of experience: October 24, 2024
Reply from Xero
Hi Mareia, we appreciate your feedback and understand your frustration with the new invoicing system. We are always striving to improve our platform and value your input. We will take your comments into consideration as we continue to develop our features. - ED
Used to be a great program to use but the new invoicing system is slow and difficult to use, the old classic invoicing system was great why change it and alienate your customer base? Please give us the choice of continuing with the old invoicing.
Date of experience: November 01, 2024
New invoicing is ABSOLUTE RUBBISH.
Can't attach a document first go. Have to try 2 -3 times. Incompetent programming!
Can't amend an invoice date without it changing the due date as well - SO annoying.
EVERYTHING I do requires at least twice as many clicks. Grrrr
Date of experience: October 29, 2024
I use Xero for my business and haven't had any issues apart from now. The first problem I get and now realise Xero have absolutely no options for contacting support right away. Yes they have the bullshit online articles which aren't helpful in my case, I need to speak with someone and they have no phone option available. They also make it extremely hard to find any sort of contact option to get in touch via email or chat box (I don't know if they even have this option), but running a business I sure hope they do.
Date of experience: October 29, 2024
Removing Classic invoicing and replacing with a terribly inefficient and clunky version while ignoring literally tens of thousands of users that have complained about the new version. Less functionality for more cost. Terrible terrible user experience - a fall from grace for sure... bye bye xero after 15 years of use.
Date of experience: October 30, 2024
Was not familiar with how to navigate to support which frustrated me a little but once there it was easy and straight forward. My query was resolved within a couple of hours so was very happy with the prompt response.
Date of experience: October 23, 2024
Reply from Xero
Hey Anna, thank you for your feedback! It's great to hear that you had a positive experience with our team. - ED
I needed to resubmit a failed Superannuation payment for one employee - first time I had done this - found the instructions easy to read and follow, prompt response from Xero team, correct $$ ready to re-submit. Easy as. Thank you.
Date of experience: October 23, 2024
Reply from Xero
Hey Vanessa, that's great to hear! Thank you for your feedback. - ED
