Company: Intuit, QuickBooks
Company background: Intuit is the global technology platform that helps consumers and small businesses achieve financial confidence. Intuit powers prosperity with QuickBooks, Credit Karma, Mailchimp, Mint, and TurboTax.
Contact: Lisa Nullar
Title: Community Manager, QuickBooks Community
Related URLs:
https://quickbooks.intuit.com/learn-support/us-quickbooks-community/misc/03/community-us
https://twitter.com/QuickBooks
https://www.youtube.com/user/Quickbooks
https://www.linkedin.com/showcase/quickbooks/
https://twitter.com/QuickBooksUK
https://www.tiktok.com/@quickbooks
https://www.instagram.com/quickbookscommunity
https://www.instagram.com/quickbooks
Kudos Category: Holistic Customer and Digital Engagement
1. Tell us about your integration or unification strategy for connecting multiple CX teams and/or tools with the Khoros solutions.
Our journey began in 2017 when we decided that we needed to move on from a legacy homegrown community platform that we had been using since the early 2000’s. There was no ability to update or adapt the platform to match our plans for Community, and we knew that we needed something that would enable us to quickly scale and launch new and improved experiences for our customers. Our Social teams were similarly on a hodgepodge of different platforms, some not even able to use Social channels due to lack of resources and ability to manage them effectively.
Knowing that we would be working on a global scale, it was especially important to us to have a product that supported multiple channels, regions, and languages out of the box. We kept the goals of global accessibility and efficiency as our guiding principles at every point of our journey. First and foremost however, we wanted to build an ecosystem that allowed us to offer customers a consistent and high quality interaction no matter where they are, or how they contact us.
2. What specific impact has having a more holistic solution had on your customer and employee experiences? What were the benefits?
Our goal is to connect our customers with experts who can help them get back to the business of running their businesses. We want to offer customers experiences in their channel of choice that allow them to not only ask questions and receive answers but to self-serve via our knowledge base articles, videos, tutorials and other resources that live across all of our Digital spaces.
This ‘Digital Ecosystem’ approach has allowed us to standardize the experience for both internal and external users around the globe, as well as allowing for a streamlined onboarding process that offers the ultimate flexibility for teams that may have fewer Experts who cover all channels for a given region.
Some of the benefits that the Khoros Community platform and Care Response tool provide which have helped us to achieve our efficiency goals are:
3. What specific business outcomes and successes have resulted from the improved customer and employee experiences you have seen using Khoros? Please include quantifiable metrics where possible.
Being able to build and design an experience that allows agents to focus solely on helping customers instead of having to worry about what tool they need or what login to remember has helped drive astounding results:
In Community
In Social:
Using Care:
Special Thanks: Craig Palumbo
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