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Proactive Digital Engagement Calculates to a Delightful Experience
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Software
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Predictive Maintenance
Services
- Data Science Services
The Challenge
Intuit, Inc. sought to delight its customers by building digital engagement into a larger strategy to improve the customer experience. Later, the company consolidated live chat operations and began using transcription and text analytics to optimize the customer experience. As a result, Intuit has achieved a 20 percent improvement in customer satisfaction scores for certain product lines and as much as a 25 percent improvement in conversion rates. The company projects significant additional benefits with the recent deployment of predictive targeting for high-value customers.
About The Customer
Founded in 1983, Intuit Inc. is the world’s largest provider of personal and small business f inance software—with flagship products QuickBooks, Quicken, and TurboTax. The company’s 8,500 employees serve more than 50 million customers worldwide, and earned revenue of $4.15 billion in 2012. Customer experience has been a part of the corporate DNA at Intuit, Inc. since its founding. The company was a pioneer in the use of the Net Promoter Score (NPS), and consistently achieves one of the best aggregate scores among companies of all kinds. The company’s internal mantra is to “delight its customers,” and Intuit’s flagship products have a performance goal of being 10 points higher than its closest competitor.
The Solution
A 2007 initiative called “Design for Delight” focused on anticipating customer needs and proactively building an experience to meet them. As a part of the initiative, Intuit decided to pilot a digital engagement solution from LivePerson. “We wanted to ‘humanize’ the web experience for our customers,” recalls Norman Happ, who at the time was the director of sales for the Quicken product line and oversaw the testing and implementation of the chat solution. “From that initial pilot, we saw immense value in digital engagement; customers had the ability to both purchase a product and get the right information without leaving the digital channel. Not only did that help drive our conversion rates up, but it also improved our customer experience scores.”
Operational Impact
Quantitative Benefit
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