6,848 total
The payroll support, in particular, in Xero is second to none. Yet again today I sent a query and my specific question was answered and problem resolved. It's so frustrating when organisations respond to problems with links of articles to read - I'm thankful to Megan today who did not send me an article to read but pointed out where I had gone wrong and how I could fix it. Thank you, Megan!
Date of experience: 25 July 2024
The customer support specialist, Arty, was so helpful. He rang me back very soon after I opened my new case, and led me through all the steps to resolve it. I couldn't have asked for better assistance.
Date of experience: 25 July 2024
The system is different to off-line systems for example the ‘Split’ method of part paying bills or invoices. This takes a little working out but once you get your head around it it is not too bad.
The reconciliation system is also easy once you find your way around.
The ability to let your accountant look at the figures is also good.
Date of experience: 18 July 2024
Reply from Xero
Thanks for your feedback! We're glad you're now finding Xero easy to use. If you do need any help with anything at all in Xero, please don't hesitate to reach out to our support team - LW
A friendly & knowledgeable Xero adviser responded to my query on behalf of Slate Legal and resolved the issue promptly and within 2 short phone calls and a screen share. This is excellent customer service.
Date of experience: 24 July 2024
Reply from Xero
Thanks for taking the time to leave us a review! We're delighted to hear that you received excellent customer service from our team! - LW
Xero is a fantastic bookkeeping platform. I've been using it steadily since 2013. I tried QBO and can't stand its UI and workflow. Xero is intuitive and powerful. After a recent customer service experience I had, I'm doubling down on Xero. It's simply the best and their support is amazing.
Date of experience: 22 July 2024
Reply from Xero
Hi Tim, we're delighted to hear that you love using Xero! Thanks so much for taking the time to leave us a review - LW
Xero have a system of raising a query with them and waiting for someone to get back to you which works very well indeed. The staff have all been polite, very knowledgeable, patient and friendly. The only thing that could be better would be to have a dedicated telephone helpline.
Date of experience: 25 July 2024
An issue arose where the payments received via Stripe for VAT cash accounting created a duplicate invoice. As far as I know, no warning has been given by Xero about this. Once the issue had been identified, the email exchange failed to remedy the situation. We then went on to the telephone support segment, which ultimately resolved the issue, but only after guidance from us, as initially the suggested remedies would have created more problems.
Date of experience: 08 July 2024
Reply from Xero
Hi Peter, thanks for taking the time to leave a review, and thanks for your feedback on this! - LW
Xero don't bother to let you know when your trial period is coming to an end. Suddenly, BAM, an invoice for £66 taken when previously subscription was £16.50. If they'd let us know we'd have downgraded.
Yes we should have known, but equally it's very poor practice not to remind customers in reasonable time before such an increase. Indeed it's illegal to do this with consumers and Xero are only getting away with it due to dealing with businesses.
Date of experience: 23 July 2024
Reply from Xero
Hi Darren, thanks for your feedback on this! - LW
OMG WOW! - James at Xero was absolutely fantastic. I had many issues mainly due to incorrect historical bookkeeping, old accountants and Sage-exported data. James spent a massive 2 hours with me, he methodically went through every little piece and corrected everything. I now have zero balances and reconciled accounts! It's been a huge stress to me to know that things weren't correct. A weight has been lifted and I have peace of mind. I can't thank James enough. I feel lighter and my wellbeing has been restored!
Date of experience: 11 July 2024
Reply from Xero
Thanks so much for taking the time to leave a review! We're delighted to hear that James was such a help to you, and able to alleviate your stress! If you ever need any further help please don't hesitate to reach out - LW
Over the years I’ve used many accounting software options here in the UK and in New Zealand, both at large corporates and small SME’s. Nothing comes close to the ease of using Xero.
What I love about it is that it’s been well thought through from the perspective of it’s three main users:
- the SME business owner
- the book keeper
- the accountant
I had an hours training and never looked back. When I have a question the help centre has super easy to understand answers and I’ve always figured my way through it in my own (and tech is not my thing). The machine learning is spot on and integrations are so simple and helpful.
I recommend Xero to anyone and everyone.
Date of experience: 16 July 2024
Reply from Xero
Thanks for your lovely review! We're thrilled to hear that you love Xero and would recommend it! If you ever need any assistance please don't hesitate to reach out to our support team - LW
Shocking customer service! Great system as long as nothing goes wrong! No way of contacting them other than online support which is emailed based! Our organisation has disappeared on their system overnight and now I have had to raise a case and it will be 6 hours before I receive an email response. Their business obviously works that way but not many others can wait 6 hours just to respond to a customer.
Date of experience: 22 July 2024
Reply from Xero
Hi Bridget, thanks for your feedback!
We've found the best way to support our customers is online. The estimated time for a reply is an automatic prediction based on current queue volumes, and response times are often quicker than this. I can see that our team got back to you in just over 3 hours.
I can see that the issue here was that the subscriber of your organisation had cancelled it, and we're happy to see it looks like this has now been resolved - LW
Xero has been an incredibly easy to use platform to use for my small business accounting.
When I experienced a small issue with several bank account transactions not displaying in my bank feed I contacted Xero support. Atif responded to my query and within 10 minutes he was able to completely resolve my issue and assist me with getting everything prepared for submission to my client.
With service and support from dedicated people like Atif, it is easy to recommend Xero to anyone looking for a high quality, easy to use digital accounting system.
Date of experience: 19 July 2024
Reply from Xero
Hi Morgan, thanks so much for your review! We're thrilled to hear that Atif was able to help you out here, and that you enjoy using Xero. Please don't hesitate to reach out if you need any more help - LW
User friendly
Efficient and streamlined bookkeeping process
Easy to train staff
Supper efficient for preparation of financial reports including P&L, BS, Cash flow, VAT
All in one software you need
Date of experience: 15 July 2024
Reply from Xero
Hi Parisa, thanks for your review! We're thrilled to hear that you enjoy using Xero - LW
Xero are a nasty greedy company, with a very selfish CEO. While businesses are struggling to make ends meet, these guys decide to slap us with increase after increase, whilst diminishing the features included with plans, which are justified by citing the "regular new enhancements" how about you guys take your "regular new enhancements" back, and shove them. Accountants daily is even saying "switch from Xero to Reckon" whilst showing the terrible value plans that Xero offers. Should be ashamed of yourselves.
Date of experience: 19 July 2024
Reply from Xero
Hi, thanks for your feedback! We're sorry you feel that way.
We specifically designed our plans to include the key features that we believe align with the needs of different small businesses of different sizes and complexities.
We're regularly adding new enhancements to Xero and we put a lot of work into making sure Xero is a good business investment for our customers. You can check out some of our latest updates here: https://blog.xero.com/product-updates/whats-new-in-xero-july-2024/ - LW
Absolutely brilliant service, just starting up a small business and the accounts side is a lot to get one's head around. I had a call with Sohaib, one of the Support Specialists, he was very patient, delivered the tutuorial in a very clear way, going through how to set up all my templates, create invoices and quotes, reconsile transactions and various other features 11/10 from me. thank you
Date of experience: 11 July 2024
Reply from Xero
Hi Julie, thanks so much for your review! We're so glad to hear that you had such a great experience with Sohaib and he was able to help you get to grips with Xero. If you need any further help with anything, please don't hesitate to reach out! - LW
Speed of response and the lady I spoke to Jess was patient and extremely helpful and she sorted my problem out very quickly....excellent service
Date of experience: 17 July 2024
Reply from Xero
Hi Carol, it's so great to hear that you had excellent service from Jess. We're thrilled to hear that your issue is now solved. Thanks for choosing Xero! - LW
I was having issues with our Xero Hubdoc User connections. I requested a call back and received one from a lady called Grace. She was amazing, she listened and 'got it' easily resolving the problem with Hubdoc. The only reason I gave 4 stars is because I then had two less helpful calls from Xero who didn't get it at all!
Date of experience: 12 July 2024
Reply from Xero
Hi there, thanks for your feedback! We're glad that you had such a great experience with Grace and your issue was resolved - LW
The monthly fee for the software is getting out of control. In Aug 21 it was $53.80 now 3 years later it has more than double for $115. They get you in and then smash you with higher fees the following years.
We all now prices increase but 100%+ in 3 years not affordable anymore.
Date of experience: 23 July 2024
Reply from Xero
Hi Janelle, thanks for your feedback on this! We understand that price increases can be difficult, and we always aim to ensure prices are in line with the value we offer our customers through the product we provide.
As with many software businesses we need to continue to upgrade and develop our technology so we can deliver more of the features our customers are asking for, and our team are working continuously on this. You can find out more about our latest updates here https://blog.xero.com/product-updates/whats-new-in-xero-july-2024/ - LW
They are always there for you. The process is simple to follow and there are regular follow up emails on progress of your query
Date of experience: 16 July 2024
Reply from Xero
Hi Roger, thanks for your review! We're thrilled to hear that you find our customer support excellent - LW
Great support from Nazia who stayed with the case until it was resolved. This included making sure all that was needed for our bank to arrange the feeds which it previously been unable to do. Nazia identified the problem and communicated it clearly which my bank was unable to do.
Date of experience: 28 June 2024
Reply from Xero
Hi Philip, thanks for your feedback! We're thrilled to hear that Nazia provided great support and got your issue resolved - LW
