Kia ora everyone – thought I’d jump in here.
As I’m sure you can appreciate, this is a real balancing act for us. We’ve had to consider the impact of our decisions on our ability to not compromise the quality and continuity of service to all our customers now (ie always-on availability of their financial records), and in the future. So, while we’d love to directly help impacted businesses more, we need to think about the potential impact on our ability to provide a service and to be fair to all of our customers – not just a few.
We now serve more than two million customers around the world and our commitment is to reinvest the bulk of our revenue to build out our platform in support of these customers and to help small businesses globally.
What we are doing though, is trying to support in other ways. These include our our dedicated Customer Response Team (CRT) which provides guidance on a case-by-case basis, and the Xero Assistance Programme (XAP) which offers more than 850,000 Kiwis with access to free and confidential mental health counselling and resources. The video below has more info about XAP anyone interested, as does the blog below which outlines some further initiatives we have in play.
New initiatives to support our customers and community during COVID-19
Hope this helps provide a bit of context.