Menu
Xero rolls out Salesforce-based service channel

Xero rolls out Salesforce-based service channel

Machine learning refines and personalises the user experience

Nigel Piper (right) celebrates Xero passing the million customer mark

Nigel Piper (right) celebrates Xero passing the million customer mark

Credit: Xero

Small business accounting platform Xero has launched its Salesforce-based Xero Central customer service channel.

Xero Central features "My cases", which allows customers to engage securely with Xero’s support team and move away from email-based correspondence to receive more personalised service.

Nigel Piper, executive general manager of customer success, said Xero Central is proving successful at providing customers with a "holistic" destination to find the answers they need around the tools critical to their business.

"My cases further streamlines the process for both users and Xero’s customer support," he said. "We can provide high value answers at speed with the use of machine learning."

Xero Central is built on the Salesforce Community platform and powered by Coveo machine learning.

The New Zealand-based software provider said a large majority of queries are solved by customers accessing pre-existing content.

By speeding up the time to resolution, Xero Central and My cases give business owners answers quicker so they can spend more time running their businesses.

With the My cases feature, customers have greater transparency, visibility, and control over their support queries, and can access any prior Xero Central cases to refer to previous support they’ve received should they need it.

Furthermore, they can also check the status of their case, know which Xero team member is looking after it and when they can expect an answer.

Xero Central tracks patterns and obtains insights from previous support issues – providing relevant and real-time support which improves over time.

In addition, Xero Central will be an extension of Xero’s human customer experience specialists (made up of accountants, bookkeepers and small business owners) who will remain available to tackle more complex questions.

Piper said with more than 1.6 million customers in more than 180 countries around the world, Xero is looking at how it can take customer service to the next level.

"My cases is an important piece of the puzzle that will allow us to scale our approach in order to provide the best possible experience for all our users," he added.


Follow Us

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags SaaScustomer servicecrmsalesforceaccountingxeroCoveo

Featured

Slideshows

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners

This year’s Reseller News 30 Under 30 Tech Awards were held as an integral part of the first entirely virtual Emerging Leaders​ forum, an annual event dedicated to identifying, educating and showcasing the New Zealand technology market’s rising stars. The 30 Under 30 Tech Awards 2020 recognised the outstanding achievements and business excellence of 30 talented individuals​, across both young leaders and those just starting out. In this slideshow, Reseller News honours this year's winners and captures their thoughts about how their ideas of leadership have changed over time.​

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners
Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security

Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security

This exclusive Reseller News Exchange event in Auckland explored the challenges facing the partner community on the cloud security frontier, as well as market trends, customer priorities and how the channel can capitalise on the opportunities available. In association with Arrow, Bitdefender, Exclusive Networks, Fortinet and Palo Alto Networks. Photos by Gino Demeer.

Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security
Reseller News welcomes industry figures at 2020 Hall of Fame lunch

Reseller News welcomes industry figures at 2020 Hall of Fame lunch

Reseller News welcomed 2019 inductees - Leanne Buer, Ross Jenkins and Terry Dunn - to the fourth running of the Reseller News Hall of Fame lunch, held at the French Cafe in Auckland. The inductees discussed the changing face of the IT channel ecosystem in New Zealand and what it means to be a Reseller News Hall of Fame inductee. Photos by Gino Demeer.

Reseller News welcomes industry figures at 2020 Hall of Fame lunch
Show Comments