To enhance your support options and provide a more seamless and convenient experience, we've designed the Access Digital Assistant.
Depending on your CSP - customer success plan, you can choose from a selection of topics or type your question directly to the Access Digital Assistant if your query isn't already covered.
🤓Tip: A CSP user is your named contact.
Our dedicated support team is still on hand to deal with more complex or technical queries.
Achieve more from Access Collins
Instant assistance: Looking to perform common tasks in your software? We've designed your Access Digital Assistant to ensure you can get instant answers to our most frequently asked questions.
Convenient access: Access knowledge base articles directly from your software, saving you time when looking for the answers you need.
24/7 availability: Your Access Digital Assistant is available around the clock, helping you to get answers day or night.
⚠️Important: Each organisation has a designated head office representative responsible for communicating with us regarding any issues. If you encounter a problem, please reach out internally to your assigned representative, who will reach out to us on your behalf.
📌Note: If you're unsure who your head office contact is, your Account Manager can help guide you and provide further assistance.
Types of user experiences with the Access Digital Assistant
There are two types of user experiences depending on your CSP status:
One for CSP-entitled users - your named contact for support.
One for Non-CSP users.
CSP users are designated support contacts with entitlement and site admins, allowing them to ask questions directly, access the Help Centre, and use Live Chat to connect with our support team.
Non-CSP users can follow the guided workflow and can access Help Centre articles, but cannot ask a question directly or have access to Live chat.
Use the Access Digital Assistant for CSP-entitled users
Watch the video
To use the Access Digital Assistant as an entitled user, follow the steps below:
Log in to Access Collins and click the message bubble
in the bottom-right corner.Click Send us a message.
Ask a clear and non-bespoke question.
Follow the suggested steps from the response.
Give us a feedback.
📌Note: Your feedback is invaluable to us. As part of our continuous effort to enhance your experience, we kindly request that, at the end of your experience with the Access Digital Assistant, you select the relevant feedback option.
🤓Tip: To speak directly to our support team, you can type in: Speak to someone.
Use the Access Digital Assistant as a Non-CSP user
Watch the video
To use the Access Digital Assistant as a Non-CSP user, follow the steps below:
Log in to Access Collins and click the message bubble
in the bottom-right corner.Select the category you'd like help with, then select the specific query.
Apply the instructions provided in the recommended article.
Offer feedback:
Click Finish, or
if the article helped.Click Visit the Help Centre to browse other articles.
📌Note: If the steps outlined in the article don’t resolve your issue, please get in touch with your named contact internally. They can get in touch with us directly through Live Chat.