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Intuit Improves their ProAdvisor Customer Support

Episode

Intuit Improves their ProAdvisor Customer Support

August 12, 2021 Beginners

Ted Callahan (Director, Accountant Segment Leader) and Mike Mioduski (Principal Customer Experience Leader) visit QB Community Live to discuss the improvements being made to Intuits ProAdvisor Support Program. During this episode, we learn about Intuit’s plan to onshore their phone based customer support team as well as other initiatives to help get people to the right support agent even faster than before.

Speakers

Ted Callahan

Intuit

Director, Accountant Segment Leader


Ted Callahan (Director, Accountant Segment Leader @ Intuit) is responsible for the products and services that directly impact accountants including the QuickBooks ProAdvisor Program and QuickBooks Online Accountant Edition. He works across the QuickBooks platform to ensure accounting professionals are top of mind for other teams as they develop and introduce new features and products Fun Fact: Ted loves to play guitar and used to be in an ‘80s cover band.

Mike Mioduski

Intuit

Principal Customer Experience Leader


Customer experiences are driven largely by the emotional odyssey the customer has been on. By tapping into these moments of emotion we can craft products that touch them at a deeper level. To do this we must surround ourselves with team members that are self aware and physiologically secure in their roles. Once we begin to understand how emotion plays a role in our individual lives, we can start to grasp how our products stir emotions in our customers' lives. I choose to focus my time as a change leader on building experiences that customers can relate to and creating positive environments where teams learn and thrive together. Every morning we start our day with a choice, by simply getting out of bed we choose to take on the world....lets go do something great.

Show Notes

Ted Callahan (Director, Accountant Segment Leader) and Mike Mioduski (Principal Customer Experience Leader) visit QB Community Live to discuss the improvements being made to Intuits ProAdvisor Support Program. During this episode, we learn about Intuit’s plan to onshore their phone based customer support team as well as other initiatives to help get people to the right support agent even faster than before.

Video Timeline:
  • Intro 0:00
  • Meet Ted Callahan: 2:45
  • Meet Mike Mioduski: 3:45
QuickBooks ProAdvisor Customer Support Improvements
  • What Ted learned from Accountants: 6:00
  • Intuit's feedback top takeaways: 7:30
Poll Question: 12:30
What is the most challenging area when you contact support?
1. Connecting you to the right Agent: 16:00
  • Recognizing the level and tier of support that matches your need
2. US based support: 17:00
  • Intuit has already been training US based agents for their phone support.
  • These agents are currently in helping the Elite and Gold level ProAdvisors.
  • The training process for support agents: 18:10
3. Minimizing the wait times: 22:35
  • They are working very hard to get all phone support to be US based by the end of 2021
Poll Question: 24:00
  • How many people use the call back function within QuickBooks Online when requesting support
4. Building Agent Knowledge: 29:30
  • Improved training for agents
  • Improved content shared throughout the community
  • Adding additional upper tier support people to help agents resolve challenges faster.
QB Community Live Questions:
  • How far along the journey is Intuit toward achieving the goals around Customer support? 33:00
  • Vetting agents through our community: 38:00
  • Do Keywords help improve support: 40:45
  • Surveys with Intuit: 45:00
  • Will it be easier to request higher tier support?: 46:00
Final Comments and Thoughts: 47:15

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August 12, 2021

parkwayinc
parkwayinc
Matthew Fulton is Co-Founder and CTO of Parkway Business Solutions where he uses his passion for technology to create time-saving tools for accountants, and bookkeeping solutions to fit the needs of the modern small business owner. His current project is Vendorsync, a bank feed application for QuickBooks Desktop that can cut data entry for accountants by up to 50%.Matthew also coaches small businesses and works with them to integrating technology into their workflow to increase efficiency, reduce costs, and increase the customer experience.When he’s not working, you’ll likely find Matthew walking his dogs Cylis, and Sophie on the beach in Ventura, CA where it’s always another “beautiful day in paradise!”

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