twtrcon ny 10 case study: team turbotax | chelsea marti
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Twitter for Business | Hilton New York | June 14, 2010
Anchor SponsorsCo-located with
@twtrcon#twtrcon
twtrcon.comsocialmediaatwork.com
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Twitter for Business | Hilton New York | June 14, 2010
Anchor SponsorsCo-located with
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Twitter for Business | Hilton New York | June 14, 2010
Anchor SponsorsCo-located with
Case Study: Tax Help on Twitter?• Chelsea Marti, PR and Social Media Manager, TurboTax |
@TTaxChels
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people
Twitter & Taxes@TeamTurboTax Brings Tax Expertise to Customers in Need
Chelsea Marti, @TTaxChels 6/14/2010
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Social is part of our DNA
Intuit founder Scott Cook invented the ”follow me home”
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TurboTax: Power of more than 20 million people
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Why do we do social?
Social creates a persuasion engine that allows us to acquire new customers and
keep the ones we’ve got
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How are we engaging?
Customers
Live Community
Reviews
Inner Circle
TurboTax Blog
3rd Party Blogs
Forums
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Twitter challenges at TurboTax
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Before: Managed Twitter small-scale
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Twitter growth + customer expectations
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Will customers use Twitter to get tax help?
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Birth of @TeamTurboTax
40 + employees
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Where did we start?
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How did we manage?
Hub
Live Community
Tech Experts
Business Ops
Inner Circle Customer Care
Tax Experts
Product Experts
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Grow quickly
Recruit 1
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Grow quickly
RecruitReward 2
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How did we do?
Fast: Average 4 minute response time
1
2
3
Helpful: Helped at least half of tweeters finish return
Customers we helped were 71% more likely to recommend TurboTax because of their interactions with us on Twitter.
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Thank you for listening.
Don’t forget to follow @TeamTurboTax for tax help on Twitter this tax season.