Intuit

Glance Makes Customer Consultations Less Taxing for Intuit

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

The taxpayer was stumped. Anyone who has ever filed a tax return can sympathize… but because this taxpayer was using TurboTax® software by Intuit, when he reached out for help, he experienced a level of collaboration that surprised and delighted him.

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)

Common UX across browser, desktop, and mobile apps

 

The tax preparation software market is crowded with low-cost and free competitors.

Rather than competing on price, 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.

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.

Intuit Smartlook™

Powered by Glance visual engagement technology, Intuit’s SmartLook™ feature has delivered a powerful business advantage by literally putting experts and customers on the same page.

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 the TurboTax expert they are speaking with. It’s been a gamechanger for Intuit.

Stacie Herring | Director of Assisted Experience

More Case Studies

‘;

Truckstop.com delivers premium customer care with Glance

‘;

MINDBODY lifted customer satisfaction & product adoption with Glance

Visual engagement breakeven in under six months. 396% ROI after 3 years.

  • Shorter average handle time
  • Lower call center staffing costs
  • Higher first call resolution
  • Higher customer loyalty and lifetime revenue

Ready to see what visual engagement looks like in action?

It’s easier for us to show you than to describe it here in writing. Request a live demo to see the many ways Glance can transform your customer experience.