Twitter for Business | Hilton New York | June 14, 2010

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Twitter for Business | Hilton New York | June 14, 2010

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Twitter for Business | Hilton New York | June 14, 2010

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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.