AFR Winner

Employees: 500+

A personalised one-stop shop, Xero Central is where customers find hands-on support. Built on Salesforce and powered by machine learning, this centralised platform is intuitive, interactive and provides a safe space for people to connect with Xero. Whatever their question, customers will be surfaced a contextual answer they can trust, either from Xero or other community members via Discussions. If they need to raise a case, My Cases in Xero Central replaces email-based support. Customers can check the status of their case, understand which specialist is looking after it, and when they can expect an answer – in real-time. Algorithms are used to draw insights from the data to create personalised recommendations and learning experiences before customers even need to ask/search. Our proactive support model allows customers to prioritise their queries and refer back to earlier cases.

The large majority of queries are solved by customers accessing pre-existing content that has solved similar questions. For Xero’s customer experience team, Xero Central provides additional insight into existing support issues, enabling them to offer increasingly meaningful guidance. Customer experience is ultimately about people – Xero Central augments the efforts of Xero’s human customer specialists, providing customers with the best possible experience.