We strive to provide you with the best possible support. Over the last year, you may have noticed improvements in our in-app help features, designed to make it quicker and easier to get answers and updates.
We're excited to announce that to streamline your support journey, we're launching a new support process. From 5 May 2025, the new and quick way to get support is through our in-app Access Digital Assistant.
What this means for you
Faster answers: Our new in-app messenger, powered by generative AI, gives you immediate access to helpful knowledge base answers, tips, and updates—all within the app.
Seamless support: If the Access Digital Assistant can't answer your query, a member of our support team will automatically take over, ensuring that you’re always in the right hands. You won’t need to manually create a case.
Continued human assistance: While we’re introducing this AI-driven experience to make support faster and more efficient, our dedicated support team remains as available as ever. If your query requires it, we’ll seamlessly escalate to a human representative who can assist you further.
Why we're making this change
Customer satisfaction is our highest priority, so we're always looking for ways to improve your experience. This includes a commitment to improving response times and providing the required support. We've tested this experience with a number of customers who found that most questions were resolved faster, and satisfaction rates were higher than ever.
By leveraging AI, we aim to provide a quicker path to resolution, but we also know some queries require a human touch, so our team is still available when needed.
How it works
To ask a question with the new assistant, follow the steps below:
Click the Access Digital Assistant
icon.
Click Ask a question, then enter your query.
The Access Digital Assistant provides an answer, or escalates your issue to the team if required. If a case needs to be created outside of the chat, we’ll handle that for you.
We’re confident this improvement will make your support experience smoother and more efficient. We look forward to continuing to provide the highest level of support to you and your team.