Overview
We've upgraded your Help Centre to provide faster, more intuitive support with improved search, AI-powered assistance, and direct access to our support team when you need human expertise.
What's new
Your enhanced support experience includes improved search and navigation, top resources on the homepage, and the enhanced Access Digital Assistant providing AI-powered support directly within your admin area.
📌 Note: The transition to using the Digital Assistant for support cases becomes effective from 2 September.
How to access support
Get help with the Digital Assistant: Visit the Access Volcanic Help Centre or access support directly through your admin area.
📌Learn more: Using the Digital Assistant.
Report site outages: For website downtime, use our dedicated emergency support channel.
📌Learn more: Get help if your site is down.
Get the most from your new Help Centre
Our comprehensive Welcome to the Help Centre series guides you through everything you need to know about your enhanced support experience, with video demonstrations throughout to help you master each feature.
Welcome to the Help Centre - Your starting point for understanding all available support resources and how they work together.
Finding articles quickly - Master the improved search and navigation to locate exactly what you need in seconds.
Using the Digital Assistant effectively - Discover advanced features and tips for getting the most helpful responses from AI-powered support.
Speaking to our support team - Learn when and how to escalate to human experts for complex issues.
Site outage reporting - Step-by-step emergency procedures to get your website back online fast.
🤓Tip: Bookmark the Welcome series for quick reference as you explore your upgraded support experience.
Why we've made this change
Customer satisfaction drives everything we do, which means continuously improving how you access support and resolve issues.
Enhanced response times
Our testing with customers showed that AI-powered assistance resolves most questions faster than traditional support methods, while maintaining the option for human expertise when needed.
Improved satisfaction rates
Early users reported higher satisfaction rates with the new system, finding answers more quickly and appreciating the seamless transition between AI assistance and human support.
Comprehensive support approach
We recognize that while AI provides excellent immediate assistance, some complex issues require human expertise. The new system combines both approaches to give you the best possible support experience.
Seamless case management
When your query requires detailed investigation or technical intervention, the Digital Assistant manages the process for you:
Automatic case creation happens when the assistant determines you need specialist support, eliminating the need to manually submit requests.
Unified tracking keeps all your support interactions organised, whether they start with AI assistance or human support.
Continuous communication ensures you stay informed throughout the resolution process.
Getting started with your new support experience
Explore your enhanced Help Centre today to discover faster, more intuitive support that adapts to your needs.
Whether you need quick answers to common questions or specialist assistance with complex issues, your upgraded support experience is designed to get you the right help at the right time.
Ready to try it? Log in to your admin area and look for the Access Digital Assistant icon to experience the improved support system firsthand.
FAQs
Q1: When does the new Help Centre become available?
Answer: The enhanced Help Centre is available to all customers from 2nd September, with the Access Digital Assistant accessible immediately through your admin area.
Q2: Can I still contact the support team directly?
Answer: Yes, you can contact our support team directly through the Access Digital Assistant in your admin area. The AI will either provide immediate answers or connect you with human support as needed.
Q3: What happens if my question is too complex for the AI assistant?
Answer: The Digital Assistant automatically escalates complex issues to our human support team and manages case creation for you, ensuring seamless transition to specialist assistance.
Q4: How do I report a website outage?
Answer: Go to the Help Centre, select the chat icon, choose "My site is down," and provide brief details. This alerts our technical team through a priority emergency channel.
Q5: Will my support history transfer to the new system?
Answer: Yes, the new system maintains continuity with your existing support relationships and case history while providing enhanced functionality for future interactions.
Q6: Can I access support resources offline?
Answer: Most help articles in the new Help Centre can be accessed and referenced offline, ensuring you have guidance available when needed.
Q7: Is the AI assistant available 24/7?
Answer: Yes, the Access Digital Assistant provides immediate responses around the clock, with human support available during standard business hours for escalated queries.
Q8: How does the new system improve response times?
Answer: AI-powered assistance provides instant answers to common questions, while streamlined case management ensures faster routing to specialist support when human expertise is required.