TurboTax is the nation's leading tax preparation software from Intuit Inc. TurboTax makes it easy for Americans to prepare and file both federal and state income tax returns quickly and accurately.
Since it was founded in the mid-1980s, TurboTax has relied on word of mouth marketing as its primary growth driver. Over the past four years, TurboTax has increased its presence in social media channels like Twitter as an additional way to engage with its 20 million customers. TurboTax now uses CoTweet to interact with customers via Twitter, making it quicker and easier for the company to connect with its customers.
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TAX PREPARATION SERVICE USES COTWEET TO
STREAMLINE TWITTER USAGE, DECREASE RESPONSE TIME
TurboTax® is the nation's leading tax preparation software from Intuit Inc. People expect TurboTax makes it easy for Americans to prepare and file both federal and brands to have a social state income tax returns quickly and accurately. media presence. We see "delight and excitement Since it was founded in the mid-1980s, TurboTax has relied on word of from our customers mouth marketing as its primary growth driver. Over the past four years, every time they realize TurboTax has increased its presence in social media channels like Twitter we're on Twitter-and as an additional way to engage with its 20 million customers. TurboTax now with CoTweet, we can uses CoTweet to interact with customers via Twitter, making it quicker and help them as quickly easier for the company to connect with its customers. as possible, no matter where they are. USING TWITTER FOR CUSTOMER SUPPORTTurboTax has a track record of using communities to help customers get - CHELSEA MARTIanswers to their tax and technical support questions. Its Live Community Manager, PR and "has been used by more than 10 million people since it was introduced Social Media three years ago. This year, with help from Dachis Group, a social business TurboTaxconsulting firm, TurboTax created the @TeamTurboTax Twitter presence, as well as a process to enable the company to quickly and proactively address customer matters in short form. And because Twitter is a public social media tool, TurboTax has been able to better meet their customers where they're at, providing help almost immediately after a question is raised.
1CLIENT SUCCESS : TURBOTAX www.ExactTarget.com
However, with relatively few employees responding to customers on Twitter, TurboTax found SEE FOR YOURSELF it difficult to operate in a timely and efficient manner from a single Twitter account. Customer questions received over Twitter were copied and pasted into an email, sent to the appropriate Interested in using CoTweet, expert within the company, and finally responded to after a long chain of email forwards and but want to give it a "test replies. TurboTax needed a way to bring together the power of Twitter and their internal knowledge, drive" first? Now you can-for while streamlining processes to arrive at a fast and efficient way to serve customers. By working free! By signing up for our with Dachis Group and CoTweet, TurboTax has found the perfect middle ground for managing As Twitter free public beta, you'll have Twitter processes and maximizing customer support. continues to grow at access to all the functionality an incredible rate and of CoTweet so you can start "Before, we were using email to assign tweets out to the right person. With CoTweet, we've "customers continue to taking control of your brand been able to scale our Twitter efficiency by 20 times," says Chelsea Marti, PR and Social Media expect help via Twitter, on Twitter as soon as possible. Manager for TurboTax. you can expect that Click here to get started with we'll continue to actively the free public beta today! A STREAMLINED APPROACH participate in this TurboTax worked closely with the Dachis Group to develop a strategic approach to customer growing channel.service, focusing on the culture, process, and technology needed to make the initiative successful and scalable. Early in tax season, TurboTax laid the groundwork for the initiative: they established a - CHELSEA MARTIcore team of experts and enthusiasts who saw the potential in a social service team, identified the process to Manager, PR and "train and scale the initiative, and selected a platform that would allow the company to engage with customers Social Media efficiently and effectively. TurboTax
With CoTweet, TurboTax can search for Twitter users who need tax help, assign customer tweets to the right expert within the organization, track conversation history, and respond to the customer -all through a single platform. TurboTax now relies on CoTweet to help enhance its Twitter presence in a number of ways, including:FASTER RESPONSE TIME. With CoTweet, TurboTax no longer has to worry about assigning tweets through email. All participating TurboTax employees, from marketing professionals to... [download for more]
