🙌 Client-Facing Support (TaxDome Client Care)
Note! TaxDome Client Care is available for TaxDome Business users only.
Even with the most intuitive systems, clients will naturally have questions as they navigate a new platform. To support both firms and their clients, we are offering Client-Facing Support (now in beta for select firms), enabling clients to get answers about using TaxDome without needing to reach out to the firm for assistance.
What is TaxDome Client Care?
TaxDome Client Care is client-facing support, designed to assist the clients of TaxDome firms with their technical questions about navigating the platform. This support is available through a dedicated button in the client portal, providing them with an easy way to access help when they need it.
With this feature enabled, clients can reach out to TaxDome’s support team for guidance on platform-related questions, including:
- How to upload documents or photos
- Steps to sign documents electronically
- How to find and contact their assigned professional through the portal
- Navigating the dashboard and accessing files
These common questions help clients feel more comfortable using the platform, especially as they start.
TaxDome’s support includes both frequently asked questions (FAQs) and live support from a TaxDome team member if additional help is needed. Our support agents will assist clients with understanding and troubleshooting platform functions, giving firms a break from handling common technical questions.
How does Client-Facing Support work?
Here's how the Client-Facing Support is provided:
1. Firm clients access support right from their portal: Clients will see the Talk to support button in the Quick links section of the Home page on their TaxDome portal, allowing them to connect with technical help at any time. Having a dedicated support channel gives clients comfort, knowing help is readily available.
2. For frequently asked questions, automated help is provided: Clients can quickly access answers to common questions (FAQs) on how to complete basic tasks, such as uploading files, signing documents, or navigating their dashboard. This provides instant solutions to frequently asked questions.
3. Live assistance is available if needed: If a client’s question isn’t covered by our FAQs, they have the option to connect with a TaxDome support agent for additional guidance.
4. Work-specific questions are redirected to firms: If clients have questions about their work with the firm (such as tax filing status or specific advice), our support team will guide them to reach out directly to the firm. TaxDome agents are trained to distinguish platform-related questions from work-related inquiries and will refer work-specific questions back to your firm.
Additional benefits for your firm
By giving clients a direct support channel, TaxDome’s Client-Facing Support not only reassures clients but also offers distinct advantages for your firm:
- Frees up your firm’s resources from handling platform-related queries, allowing your team to focus on core services.
- Elevates your brand by providing a separate, professional support channel, which enhances client perception of your firm’s service level.
To enable the feature, upgrade to TaxDome Business.