How Intuit Made Outstanding Customer Experience More Visible
Making customer service less taxing
Approximately 33 million taxpayers use digital technology to prepare their taxes, and Intuit’s TurboTax is the premier tool of choice. That’s why TurboTax products have continuously ranked as the #1 selling tax software for more than 25 years.
However, with customer experience always on top of mind, the company refuses to rest on its leadership position and past success. TurboTax is combining the on-demand help of a tax expert with real time collaboration (via cobrowsing and agent video). As a result, customers get a smarter, more personalized experience.
Thousands of TurboTax customer reviews have already given the product, called SmartLook(TM), an overall rating of 4.7 out of five stars.
Intuit is putting the customer first
Intuit has always made customer service excellence a high priority. That’s why Intuit determined they could personalize the online experience by enabling their tax advisors with video, and make each session more productive with cobrowsing. The goal was to streamline how fast TurboTax experts could provide nurturing expertise and crucial answers to get customers moving forward successfully through the tax prep process.
Powered by Glance Networks, SmartLook(TM) provides a uniquely enhanced experience by putting tax experts and customers on the same (web) page – instantly. Now Intuit’s tax specialists can highlight online forms, simply by click and dragging on the page. It has become a cinch to call the clients’ attention to critical aspects of the filing process. The assistance reduces input errors, improving knowledge transfer and the need for a return calls by the user.
SmartLook(TM) provides an outstanding customer experience
Stacie Herring, Intuit’s Director of Assisted Experience, explains the situation as follows,
“Not everyone loves doing their taxes; we know that. With SmartLook(TM), we have the ability to have our experts see what the customer sees and highlight areas to help direct the customer. Our one-way video lets the customer connect the TurboTax expert they are speaking with. It’s been a game-changer for Intuit.”
SmartLook(TM) has been getting rave reviews. As one customer said,
“I spoke with a TurboTax agent….At that point, they could see everything in my TurboTax window and I saw my agent. I got the answer I needed faster and easier than I expected. It was so good I felt like there was a tax angel on my screen.”
Visual Engagement results in dramatic ROI
Initially, Intuit rolled out the SmartLook capability to thousands of experts across 15 different locations. The business conducted more than one million customer interactions with dramatic results:
- Improved Intuit’s Customer Resolution Rate by 10%
- Increased Transactional Net Promoter Score (tNPS) by 18%
- Reduced Average Hold Time (AHT) by more than 15%
Remarkably, Intuit’s Net Promoter Score (NPS) was higher than Uber, Google, and Microsoft Office. Quite an achievement in a product dedicated to taxes.
Want to read Intuit’s full story? Check out the complete success story!
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About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »