Proactive Digital Engagement Calculates to a Delightful Experience
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- QuickBooks
- Quicken
- TurboTax
- LiveEngage Solution
技术栈
- Text analytics
- Chat conversations analysis
- Predictive targeting
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
适用行业
- Software
适用功能
- 销售与市场营销
- 商业运营
用例
- 预测性维护
服务
- 数据科学服务
关于客户
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.
挑战
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.
解决方案
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.”
运营影响
数量效益
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