IRIS Software Reviews 

From my personal experience with IRIS they have very poor customer communication from their side resulting in when I have asked basic questions over the phone and been asked to email, then asked them in an email, I did not receive clear answers which was of course to the benefit of IRIS as a supplier and not us as a customer so a very one sided relationship. I would not recommend IRIS for anything as you don't always know what you will end up with.

Iris checked how the implementation of new software went. Very helpful

A prompt and efficient service when settling my query in a more friendly and understanding manner... well done keep it up...👌👍

Company is a complete joke, everyone please check you have a contract from them - they do not have them but use them against ever changing Terms and Conditions which are your responsibility to know have changed?
Like to pressure sell and then change what you have agreed to buying but they dont send anything.
Taxfiler is a far superior product to the trash this company has replaced it with

Appalling customer service. Completely non existent. Problems not dealt with. Fobbed off every time.
Really wish we hadn't had our existing tax software moved across to them.
Use anyone but them!

Kathryn - thank you for your response and for sorting out the problem. Really appreciated it.

Triage of both issue and customer service are nearly always handled incredibly poorly. Telephone service is non existent and when you do finally get acknowledged, CS staff seem to just not listen, rather, wait their turn to talk (some dont even wait and talk over you). Escalation seems to go nowhere and we have evidence of large periods of inactivity on case notes. Arbitrary responses on tickets are incredibly frustrating when you have waited 2+weeks for a response - things along the lines of "have you restarted the server / service" - especially when we have already advised this has been done as an initial troubleshooting step from our team. This kind of service has a knock on affect when dealing with a mutual client, reflecting badly on my own staff (IT Team) in the eyes of the client. Engineers on IRIS' side seem to have a complete lack of critical thinking when it comes to their own product as a solutions is rarely seen through without it being resolved with our own independant troubleshooting.

It has got to the point where the chaotic support service that our mutual clients receive from you has resulted in us asking them to move away from your products.

My case was resolved successfully. I was fully satisfied with the service I received.

Quick response and very helpful. My issue was resolved quickly. Thank you

Very helpful, solved my issue promptly

I love that AI Agent responds really quickly - like 2 minutes! and I just have to say Speak to a person and AI agents sends my request to a real person!

The "Hub" is poor, no need for setting up all individuals in the system. If you work for a company who pay IRIS £1,000's per year you should be able to call and get a solution. I was getting AI generated messages that did no answer the question. Cannot believe this is progress.

Iris helpline was quick, and the operative friendly, patient and helpful, resolving my software issue quickly. Very happy with my experience. She restored my faith in Iris as a company.

Quite a money grabbing business, they are bleeding customers due to their hidden contract changes, we originally signed up under impression of 30 days notice, not 90 days before end of year - still unable to cancel! Might just push this legally as the software is not fit for purpose and support is a complete joke, constantly times out while your inputting so extending time to a very simple process, their answer is to call support and then you get told you can only raise a ticket not speak to anyone! So far we have moved over 40 clients away from Iris especially payroll services and will move the rest in due course. Please be very aware of what you are being told matches to what you get signed up for as they never sent the original contracts which they tell you are available online - not!

Have not used my real name or business name as they seem to be very vindictive and we still have the remainder of a rubbish contract to see out

I would like to say a huge thank you to Dapinder Hunjan for her wonderful support with IRIS Elements. She helped me fix a software issue that had been very stressful and time-consuming.
Dapinder was very patient, explained everything in plain language, and guided me step by step without making me feel rushed. She really took the time to understand the problem and made sure everything was working properly before finishing the call.
After a long process, she quickly spotted the mistake and resolved it for me. I really appreciate her kindness, patience, and professionalism. Thank you so much, Dapinder — you are amazing.

The details provided were very helpful and the call attendant was polite

Very understanding, no messing service. Thanks

Ben is always quick and helpful. I’m sure you know that he’s one of your most valuable assets, given how quickly and efficiently he responds.