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Twitter for Business | Hilton New York | June 14, 2010
Anchor SponsorsCo-located with
@twtrcon#twtrcon
twtrcon.comsocialmediaatwork.com
Twitter for Business | Hilton New York | June 14, 2010
Anchor SponsorsCo-located with
Thank You to Our SponsorsANCHOR SPONSORS
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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
people
Twitter & Taxes@TeamTurboTax Brings Tax Expertise to Customers in Need
Chelsea Marti, @TTaxChels 6/14/2010
Social is part of our DNA
Intuit founder Scott Cook invented the ”follow me home”
TurboTax: Power of more than 20 million people
Why do we do social?
Social creates a persuasion engine that allows us to acquire new customers and
keep the ones we’ve got
How are we engaging?
Customers
Live Community
Reviews
Inner Circle
TurboTax Blog
3rd Party Blogs
Forums
Twitter challenges at TurboTax
Before: Managed Twitter small-scale
Twitter growth + customer expectations
Will customers use Twitter to get tax help?
Birth of @TeamTurboTax
40 + employees
Where did we start?
How did we manage?
Hub
Live Community
Tech Experts
Business Ops
Inner Circle Customer Care
Tax Experts
Product Experts
Grow quickly
Recruit 1
Grow quickly
RecruitReward 2
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.
Thank you for listening.
Don’t forget to follow @TeamTurboTax for tax help on Twitter this tax season.
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