The support experience in the MyAccess portal (previously Access Customer Success Portal) has been updated to make it quicker and easier to get help. These updates introduce AI-powered support and conversations through the Digital Assistant in the portal.
No need to complete support request forms.
Instant answers to common questions.
Faster handover to a support specialist when required.
Previously, after logging in to the portal and selecting your product, you raised a case by submitting a form to the Support team. Now, the Digital Assistant takes you through your query and can connect you with a Support specialist when needed.
How the new experience works
1. Access the MyAccess portal
You will log into the MyAccess portal as below:
Log in to MyAccess portal.
Click Ask a question.
Click Select a product.
Choose the Elite.
When the Digital Assistant opens, click Ask a question.
See the MyAccess portal overview video below.
2. Interact with the Access Digital Assistant
Previously you were prompted to fill out a support form. You will now be taken directly to a chat with the Access Digital Assistant. The Assistant can help with:
Common questions
Troubleshooting steps
Product guidance
It provides quick, accurate responses and is available at any time.
3. Escalation to a Support specialist
If your query cannot be resolved by the Digital Assistant, you will be transferred to a support specialist. The specialist will receive the details of your conversation so far, meaning you will not need to repeat information.
Why this change is being introduced
We are making this improvement to:
Speed up the time it takes to get help.
Remove the need to complete support forms.
Provide instant answers where possible.
Ensure a faster handover to a human expert when needed.
This upgrade is part of our ongoing commitment to making your support experience simpler and more efficient.