Xero Reviews 

Xero is becoming more and more frustrating to use
I've been using Xero for a while now, but some of the decisions they've made recently are really starting to make me question whether I want to keep using it.

It feels like Xero is becoming more interested in what works for Xero than what actually works for its customers.

1. The new invoice template

The new invoice template is, quite honestly, rubbish.

The assumption that one invoice design is going to suit every business is just ridiculous. Different businesses have different customers, different branding and different information they need to show on an invoice. One size does not fit all.

Yet Xero has basically forced customers onto the new template.

If you don't like it, you're left trying to work around it and spend hours mucking around with the Word templates to get something that actually looks professional. And to be honest, the Word templates aren't even that great, but they still look better than the new Xero invoice.

How is this an improvement?

Xero could at least give customers a choice. Or, better still, provide a WYSIWYG (what-you-see-is-what-you-get) invoice designer where customers can actually customise their invoice to suit their business, their branding and their customers.

Now that would be cutting-edge technology — giving customers the ability to design an invoice that actually works for their business. What a revolutionary idea.

Customers are paying for Xero to save them time, not create more work for them. If Xero creates a problem that forces customers to spend hours trying to fix or work around it, then perhaps customers should be seeking compensation for the time they've had to waste fixing something that wasn't broken in the first place.

2. The bot for support

The support situation is another major frustration.

You used to be able to go into Xero Central, search for your problem and generally find the information you needed. Now it seems everything has to go through a bot.

Sometimes I don't want to talk to a bot. I just want to search for an answer or speak to someone who understands the problem.

It feels like Xero has decided that putting a bot between the customer and support is more important than actually making the support experience easy.

And then there's the privacy side of it.

We're talking about accounting software here. Customers are dealing with business information, financial information and potentially other sensitive information. If I'm required to put information into a support bot, I want to know exactly what happens to that information, what gets kept and who has access to it.

That shouldn't be something customers have to wonder about. Xero should be upfront about it.

The whole thing just feels like another example of Xero making changes without really thinking about what the customer experience is going to be like.

And that's my biggest problem with Xero at the moment.

It feels like the customer is no longer at the centre of the decision-making.

AI and automation might save Xero money or make things easier for Xero, but that's not the point. The point should be whether it makes things better for the people paying for and using the software.

At the moment, I'm not convinced it does.

The forced invoice changes, the increasingly frustrating support process and the feeling that customers have less choice than they used to are all adding up.

I've stuck with Xero because changing accounting software is a pain, but I'm now seriously looking at what else is out there.

Xero needs to remember that we are the customers. We shouldn't have to put up with a worse experience simply because it suits Xero's way of doing things.

Why has the invoice template changed? how can I change it back? It's detrimental to my business, I didn't authorise it and it means I can't invoice today. please can someone contact me

Suzi was very helpful, explaining things clearly.

Excellent
John was extremely helpful, answered all of my questions with explanations. Would highly recommend using the free session regardless of previous experience with accounts software.

Ben was clear, friendly and very knowledgeable- feel I got loads out of our session. We managed to link my bank accounts, go through a lot of the initial set up and I felt much more confident continuing once we'd had our session. The follow up summary and recording of our call was also super helpful. Impressed. Thanks!

Ben was very patient and explained things clearly

Suzie was very informative and guided us through the overall Xero structure. Very helpful 30 minute tutorial session.
Thanks.
Uk SME - Devon based

Customer support is non-existent. They don't provide telephone number to call, to get support, you need to log in. If you have problems logging in, there is no way to contact them.
Even if you manage to get to a place where you can ask for a call, it could be only next month, which is ridiculous if you have a close deadline.
Avoid Xero if you can.

Felt confident with Chigos knowledge - alot to cover in a short time, but I think I made progress. A solid organised approach

My onboarding meeting was extremely proactive and I learned a lot more about Xero and its capabilities

Really helpful, personalised walk through xero. Would highly recommend. Excellent customer service.

Fran was amazing on my onboarding call. Helped get everything quickly up and running and was so patient whilst I had to search for information needed. Highly recommend xero 👍🏻

Special thanks to Suzie Vella for a very useful onboarding webinar. She personalised the onboarding to our business needs, which was very helpful.

Suzie was wonderfully helpful, friendly and knowledgeable about all things Xero!

Help was clear and concise, guidance given on tools to help with my xero journey and was happy to be contacted whenever needed going forward. I felt at ease and was able to see that I need not be daunted by learning something new

Fran gave a clear and thorough run through of the basics on Xero to help make sure I was set up properly and other useful tips. Thanks!

Xero is NOT a small business accounting platform, it's a platform for pushing its paid services and deceiving you into buying them. The accounting service, as minimal as it is, is ancillary to this sales effort. Used it for 5 yrs at the recommendation of my CPA, then when I had an actual problem, the tech support totally failed to respond. I couldn't even produce a simple invoice and got no support from Xero, despite my $50+/mo subscription. STAY AWAY FROM XERO.

Im using Xero for MTD as a Landlord. They seem very helpful as a beginner to the software and to the new HMRC requirements and the online webinar today by Dara was also very helpful

The advisor was very knowledgeable, helpful, patient and a good communicator. My only slight criticism is that the session at 30 mins is a little too short to cover everything in detail.

Ever since they've introduced AI rubbish into their product it has gone down hill. I have not had a worse customer service experience with ANY company since being forced to use what ever chat bot you've implemented. What ever happened to being able to just "lodge a case" and wait for a response. I know EXACTLY what I want, and the question to ask - but being forced to go around in circles with a rubbish chat bot for 15 minute before it would even suggest allowing me to raise a case is pure lunacy!