Intuit

Case Study

Glance Makes Customer Consultations Less Taxing for Intuit

Glance empowers Intuit tax experts to deliver in-app guidance to TurboTax® customers.

Anyone who has ever filed a tax return on their own can sympathize with being stuck and confused. But taxpayers who use TurboTax® from Intuit experience a level of hands-on collaboration that can change everything.

The tax preparation software market is crowded with low-cost and free competitors. Intuit is determined to win and keep customers based on premium service and customer confidence that Intuit is helping them to receive the maximum allowable tax refund.

Market

Financial Tax Preparation Software

Facts

30 million people per year file their taxes with Intuit TurboTax

Commitment to customer care has driven Intuit’s category leadership

Intuit’s certified tax experts handle a massive volume of customer engagements on the days approaching the tax filing deadline

TurboTax customers are digitally engaged via multiple channels — website app, desktop app, mobile app

10%

Improved Case Resolution Rate

18%

Increased Transactional Net Promoter Score (tNPS)

One

Common UX across browser, desktop, and mobile apps

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Ready to see how Glance can work for you?

 

HOW INTUIT USES GLANCE

Intuit deployed Glance Cobrowse, Glance Screen Share, Glance Mobile App Sharing, and Glance Agent Video,  allowing customers using the app to ask questions, while Intuit tax experts can view what’s on the user’s TurboTax app screen or browser window.

Glance delivered just what Intuit was looking for: a visual engagement solution that delights customers, is easy to use for agents, supports all TurboTax platforms (desktop, browser, and native mobile), accommodates Intuit’s customer privacy and security requirements, and has the enterprise scalability to handle the massive tax season surge.

Intuit was so pleased with the solution that they branded it TurboTax SmartLook™ and they ran Super Bowl ads to promote it.

Not everyone loves doing their taxes; we know that. With SmartLook™, 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 with the TurboTax expert they are speaking with. It’s been a gamechanger for Intuit.

Stacie Herring | Director of Assisted Experience

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