As of 26 January 2019, Xero will no longer be “supporting” (pun intended), the ability for their customers, yes both business and their accountants, to email in a support request. Instead Xero will now be utilising a portal that is housed within their Xero Central support platform.
Xero is now without phone or email support which is going to take some time to get used too, especially for those that have firstname.lastname@example.org saved as a most frequently used, in their email.
You can read more about this here, but basically you now access support via the help icon in your Xero product, or by going direct to support.xero.com from any device (see the screen shot below!). That includes from Xero business edition, Xero Expenses, Xero Payroll, Xero Projects and Xero HQ.
Now why is Xero making this move you ask?
In our opinion and from our reading of blogs and articles released,* the reason for the change can be summarised as;
Like with any change it will take time for the masses to get their head around the new way of thinking but as a proponent of change, we at Clarity Street cannot knock Xero for trying something new, especially if it will enhance the user/customer experience.
* Please note at the time of writing we have not had a conversation with anyone at Xero regarding this change.
** At the time of writing it was unclear if Xero was going to enable firm wide access to all queries raised in the new portal but this would make a very logical step in the evolution of the self help portal.
Clarity Street was conceived from years of engaging with Accounting firms on a daily basis and a constant desire to make Accounting firms & SME’s more efficient and profitable.