Satisfy More, Spend Less

QuickBooks Online Edition Support Group builds customer satisfaction, while cutting expenses from its support queue.

Client: Innovative Merchant Solutions Corporate Site

Web site: oe.quickbooks.com/support.cfm

The Opportunity

When Great Isn't Good Enough

QuickBooks Online Edition is serious about customer satisfaction, and it shows: 91% of its customers say QBOE has the best support they've ever experienced! Yet QBOE still saw room for improvement on its support Web site.

In addition, QBOE was growing so quickly, the Support group worried that it might not be able to keep pace, threatening the high satisfaction it worked so hard to build.

QBOE turned to Servo Marketing and Design to help increase customer satisfaction with a robust support site; to provide easy-to-navigate, intuitive self-help and training; and to deflect incoming support cases, where appropriate.

Servo's Solution

Under tight time constraints (six weeks!) and working within the parameters of the existing site, Servo created a content-rich, yet approachable, support site.

Explaining New Processes

First, the group's novel "e-case" model needed to be more clearly explained its customer base, most of whom had never used a process like it: customers submit questions via e-mail and get an answer, via telephone, within one hour.

To clearly explain the e-case model, Servo let QBOE do the talking: on almost every page, actual support experts provide guidance and advice. The benefits of the e-case model are articulated, and the case-submission link is prominently featured throughout the site.

In addition, the presence of so many QBOE team members helps to humanize the support process, increasing customer satisfaction with the online financial service.

Self-Help

An increasing customer base made it critical that answers to common questions could be readily found. A robust self-help area was created, helping customers to get answers quickly and helping QBOE to deflect cases from the support queue.

In addition, Servo dedicated a large portion of the site to training resources, including tutorials, an "Accounting 101" lesson, and pertinent Webcasts. A "Find Answers" section was created by subject area to get the seeker quickly to his/her question.

In addition, Servo created a rotating feature story section on the support home page. Timely content, such as year-end tax tips, bring front-and-center the most frequently searched content by month or season.