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Hot topics - Week of October 20, 2024
New telephone schedule for our teams
Mondays and Tuesdays 8:30 a.m. to 6 p.m. (ET) Looking ahead to 2025, we will transition to providing support exclusively through digital services Monday through Friday. Support experts will continue to review each web ticket and respond in the most appropriate way to resolve the query (which may include phone call-backs or responses in the Support Platform). Web tickets can be submitted via the Support Platform 24/7, as well as by live chats, which are handled live by our support agents from Monday through Friday, from 8:30 a.m. to 6:00 p.m. ET. Note: Cantax, CCH AnswerConnect, AliForm, CCH Engagement, CCH Practice Management, CCH Scan and CCH Site Builder products are already only supported by web tickets. Support platform: Everything you need to know
Please refer to the videos below to find out how to register for the support platform and make the most of it: Last week most consulted articles from our Knowledge Base
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Date: 2024-Oct.-7
Important Update: Expanded Digital Support Services Starting October 9, 2024
Dear Valued Customer,
Starting Wednesday, October 9, 2024, Wolters Kluwer Tax & Accounting Canada will offer customer support exclusively through web tickets and chats on Wednesdays, in addition to Thursdays and Fridays which have been in place since August.
As mentioned in our July communication, we are evolving our support approach to align with our ongoing investment in digital strategy and customer experience. Over the past year, more customers have been choosing to submit their support cases through our Support Platform.
Looking ahead to 2025, we will transition to providing support exclusively through digital services Monday through Friday. Support experts will continue to review each web ticket and respond in the most appropriate way to resolve the query (which may include phone call-backs or responses in the Support Platform).
For the remainder of the year, we will continue onboarding customers to our Support Platform to ensure everyone has the opportunity to become familiar with this new way of working. We will also focus on expanding our digital support services, including the release of our Advanced Virtual Agent 2.0 at the end of October. Combined with GenAI, our Advanced Virtual Agent will provide direct descriptive answers to your queries rather than a list of articles, allowing you to benefit from a more efficient virtual conversation 24/7.
Please remember that customers must register on the Support Platform in order to submit, modify, and track their support cases. You can register by following the instructions at the following link: Register with our Support Platform.
Thank you for your continued support.
Wolters Kluwer Tax & Accounting Canada
Dear Valued Customer,
Starting Wednesday, October 9, 2024, Wolters Kluwer Tax & Accounting Canada will offer customer support exclusively through web tickets and chats on Wednesdays, in addition to Thursdays and Fridays which have been in place since August.
As mentioned in our July communication, we are evolving our support approach to align with our ongoing investment in digital strategy and customer experience. Over the past year, more customers have been choosing to submit their support cases through our Support Platform.
Looking ahead to 2025, we will transition to providing support exclusively through digital services Monday through Friday. Support experts will continue to review each web ticket and respond in the most appropriate way to resolve the query (which may include phone call-backs or responses in the Support Platform).
For the remainder of the year, we will continue onboarding customers to our Support Platform to ensure everyone has the opportunity to become familiar with this new way of working. We will also focus on expanding our digital support services, including the release of our Advanced Virtual Agent 2.0 at the end of October. Combined with GenAI, our Advanced Virtual Agent will provide direct descriptive answers to your queries rather than a list of articles, allowing you to benefit from a more efficient virtual conversation 24/7.
Please remember that customers must register on the Support Platform in order to submit, modify, and track their support cases. You can register by following the instructions at the following link: Register with our Support Platform.
Thank you for your continued support.
Wolters Kluwer Tax & Accounting Canada