Company background: Intuit’s mission is to Power Prosperity Around the World. We are a global financial platform company with products including TurboTax, QuickBooks, Mint and Turbo, designed to empower consumers, self-employed and small businesses to improve their financial lives. Our platform and products help customers get more money with the least amount of work, while giving them complete confidence in their actions and decisions. Our innovative ecosystem of financial management solutions serves approximately 50 million customers worldwide.
Contact: Matthew Knell
Title: Principal PM, Out-of-Product Help Experiences and Intuit Communities
Kudos Category: Keep Calm and Carry On
1. How did your team shift your existing strategy to better engage customers during a crisis?
As an advocate and a partner driving prosperity to millions of of small businesses and individual tax payers, our teams around the world responded quickly to the COVID19 pandemic by mobilizing resources, content, and agents to connect with our customers during this unprecedented global crisis, while our teams were themselves adjusting to remote work environment imposed by our corporate office shutdown.
2. What operational processes did you create or change to respond in a time of crisis?
Within days in mid-March as shutdowns were spreading across America, our QuickBooks and ProConnect divisions offered custom agent-staffed forums to foster discussions and peer-to-peer support around the challenges of running a small business and accountancies in a COVID19.
To help our customers to finding funding through PPP and other CARES programs, our QuickBooks Community also served as our live support lifeline to our Intuit Aid Assist tool, a one-stop shop for customers to find government stimulus funding suited to their needs.
We also fostered a series of QuickBooks Ask the Expert hangouts where customers were able to connect with an expert to get their COVID19 related questions answered real time.
In our TurboTax division, we compiled best practices and tips in a COVID-19 how-to and staffed our Community agents, Tax Experts and Intuit Community Champions (SuperUsers) to answer the thousands of questions we received about about stimulus payments and filing deadlines and extensions (which with extension to July 15th resulted in the longest tax season in TurboTax history).
3. What success metrics did you use to determine if your shifts in strategy and process had the desired outcomes? What were those quantifiable outcomes?
Between March 1st and the end of tax season in July, our COVID / Stimulus / PPP Community posts received more than 2.9 million page views and represented 4 of the top 5 posts in US QuickBooks Community, 4 out of the 5 posts in our TurboTax Community and the top 4 posts in our ProConnect Community. We are proud to have been able to serve our customers in this time of unprecedented change and excited to share our story with the Kudos' award committee!
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