Senior Help Desk staff could easily add or edit simple rules or could add/edit complex rules through XML declarations (as a software development company, they had staff who could do this). So, as a part of our support, We built a rules-engine that would check all chat sessions and would “flag” chat sessions that satisfied any of the rules. There was far too many chat sessions for senior help desk personnel to track. Much of the tax support was handled by online chat with CTG representatives.Application allows for real-time interaction between CTG service staff and Turbo Tax clients worldwide.Application provides ready access to aggregate and detailed data and provides a fully customizable web interface that displays a wide variety data.By rating articles, those with more informative and accurate answers tended, over time, to be presented to CTG staff and public users in response to their inquiries. Users had the ability to rate Knowledge articles.Intuit staff could easily select Knowledge articles either for use either internally (exclusively) or for both internal and external.Designed and built a web-based Knowledge portal application for use both internal to Intuit and externally for their nationwide user base.
Long-time senior staff members needed mechanisms to spot-check the advice being provided by their new, junior staff. To the extent that answers could be standardized and pre-checked for accuracy, the better. Thus, ease of use for the new employees was key, and CTG staff needed to be able to access accurate information quickly. Despite this seasonal nature of the support, Intuit needs to maintain a very high level of quality control over the software advice (e.g., load and usage) and tax advice (e.g., tax preparation and filing) coming from their help desk. After mid-April, staff turnover is very high.
For example, help desk staffing in the tax-preparation market is very seasonal, with staff ramping required in preparation for the January through mid-April tax season. However, this presented a number of specific challenges. CTG supports worldwide sales, customer & technical support for the entire suite of Intuit’s TurboTax products.ĭue to the popularity of Turbo Tax, CTG desired a high-powered method to effectively manage the support they were providing to millions of Turbo Tax customers. Intuit’s Turbo Tax products are supported by a division of Intuit known as the Consumer Tax Group (“CTG”). Intuit, the makers of Quicken, Quickbooks, Turbo Tax, and other software products, is the provider of the most widely recognized financial software in the U.S., including federal and state tax preparation software. To facilitate the management of incoming inquiries from the national customer base for Turbo Tax SolutionĪ web-based portal that not only handles the customer service inquiries of millions but is also adapted for high staff seasonal turnover Results
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