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Tax & AccountingJanuary 18, 2024

CCH Axcess™ tips and tricks for the best tax season support

During tax season, every minute counts. If you aren’t confident that you’re getting the best tax season support, you’ll spend too much time looking for information and second-guessing the answers to your questions. By becoming familiar with your support resources early on, you’ll know exactly where to turn when you do have problem. Here are some tips and tricks for getting the most out of CCH’s comprehensive self-service tools and on-demand support information for CCH Axcess™ Tax and CCH® ProSystem fx® Tax

Get help your way with multi-channel support 

Communication preferences differ from person to person. While some people prefer speaking to a live support rep, others consider phone support only as a last resort. CCH support channels include the ability to create an online support ticket, chat live with a support representative, or speak to support over the phone, for no additional charge. 

CCH offers extended support hours during tax season, including evenings and weekends. For common questions, customers can use the Virtual Assistant at any time of day to find answers using natural language.

Comprehensive knowledge base provides answers on-demand

For on-demand, self-service information, the CCH software knowledge base is comprehensive and easy to search. It includes the informative how-to articles, community discussions, help files, news and alerts, as well as an extensive video library. Users can search thousands of articles and filter by product and topic to find exactly the information they need. 

Online community offers a wealth of knowledge

The Ask the Community feature enables firms to leverage the power of their peers. Accountants can pose and answer questions with the Tax community about best practices, utilization of Tax software and forms usage. The forum is moderated by Wolters Kluwer Support and Product Management, but the true benefit is from the online community of users.

CCH Tax Insiders empowers customers with value-added resources

Our customer empowerment program, CCH Tax Insiders, gives all CCH Axcess Tax and CCH ProSystem fx Tax customers access to tax subject matter expertise, tax season readiness resources, and product feedback opportunities. You’ll benefit from timely and informative topical webinars, podcasts, blogs and more.  

One benefit of the CCH Tax Insiders program is the Tax Talks LIVE webinar series, which keeps our customers updated on key topics throughout the year. Topics include Schedule K-2 and K-3 updates, Tax Season interviews with key IRS partners, and technology tips from product experts. In addition to the live webinars, on-demand recordings are available. 

Our Software Support Office Hours, formerly known as Professional & Client Services Office Hours, are dedicated webinars exclusively for our CCH ProSystem fx Tax and CCH Axcess Tax software customers. These online sessions last 30 minutes and are presented by subject matter experts deeply experienced with the specific topics being covered.

Elevating communication and support

Transparent communication and responsive support are priorities across our teams. Our Forms Release Status Page helps firms stay informed about the timing of forms releases within our software. This self-service page provides clear and concise status and is simple to search by state and form. Firms can use this self-service tool to help with workload planning, eliminating the need to call customer support for updates. 

Availability, performance and quality

One benefit of cloud software is simpler maintenance with automatic updates. Our seasonal maintenance windows to release tax forms have been significantly reduced, to just minutes. In the event of a mid-week release, we’ve shifted the maintenance window to midnight Central time to help our customers optimize their working hours. This means less downtime in CCH Axcess and less downtime for our customers. 

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You don’t have to know every feature of your tax software to have a successful tax season. Make yourself familiar with the options and resources available to you. When problems arise, a solid foundation of support tools will help you take challenges in stride. With these simple tips and tricks, you’ll know exactly where to find the best tax season support for whatever comes your way.

Product Marketing Manager, Tax

Aimee Hall is a product marketing manager for Wolters Kluwer Tax and Accounting US, focusing on the professional market. In this role, she is responsible for leading the marketing strategy for tax software products including CCH Axcess Tax, CCH ProSystem fx Tax and ATX Tax. She joined Wolters Kluwer in 2006 and lives in the Chicago suburbs.

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