Thomson Reuters Extends Customer Support Desk Opening Hours to Help Accountants Handle January Self Assessment Deadline

18 January 2013

Digita, part of the Tax & Accounting business of Thomson Reuters, today announced that it is running extended telephone customer support desk opening hours to provide additional support to over 2,000 tax and accountancy practices in the UK and Ireland at the busiest time of the tax year. In the period leading up to the January 31 deadline, the customer support phone lines will be open from 8.30 a.m. to 6.00 p.m. on weekdays and from 9.00 a.m. until 4.00 p.m. on Saturday 26 January and Sunday 27 January.

Digita is committed to providing customers with the highest levels of readily available one-to-one support at this critical time. Customers are offered help in three different ways: either from the telephone support desk, via email to the dedicated customer support mailbox, or from the online customer support portal Knowledgebase, which is accessible 24/7 and includes an up-to-date list of common Self Assessment queries.

The Exmouth-based support team focuses on building strong relationships with customers.

"We have invested in people and technology so that when customers have a query, they can choose the method that suits them and can contact a member of the support team directly or access the Knowledgebase through the self-service support portal,"
Andrew Flanagan, managing director, Digita commented.

"January is still a busy time but we no longer see such a huge volume of calls as we once did because accountants now file their Self Assessment returns throughout the year, there are fewer HMRC generated errors and the software handles as many of the special cases and exclusions as possible. When customers do need to contact us, our aim is to ensure that all calls are answered promptly and that our customers hear a human voice at the end of the phone line as well as feeling confident that their queries will be resolved quickly and efficiently."

The 2012 filing statistics for Digita Personal Tax show that the software is consistently 99.15% first time accurate which is higher than the industry average of 99.07% during the same period.

Average during the months April to December 2012.

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