TWTRCON NY 10 Case Study: Team TurboTax | Chelsea Marti
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TWTRCON NY 10 Case Study: Team TurboTax | Chelsea Marti
- 2. Thank You to Our Sponsors ANCHOR SPONSORS PLATINUM SPONSORS RESEARCH SPONSOR RECEPTION SPONSOR GOLD SPONSORS SILVER SPONSORS Please visit our sponsors and exhibitors during the breaks!
- 3. Case Study: Tax Help on Twitter? Chelsea Marti, PR and Social Media Manager, TurboTax | @TTaxChels
- 4. Twitter & Taxes @TeamTurboTax Brings Tax Expertise to Customers in Need Chelsea Marti, @TTaxChels 6/14/2010
- 5. Social is part of our DNA Intuit founder Scott Cook invented the ”follow me home”
- 6. TurboTax: Power of more than 20 million people
- 7. Why do we do social? Social creates a persuasion engine that allows us to acquire new customersandkeep the ones we’ve got
- 8. How are we engaging?
- 9. Twitter challenges at TurboTax
- 10. Before: Managed Twitter small-scale
- 11. Twitter growth + customer expectations
- 12. Will customers use Twitter to get tax help?
- 13. Birth of @TeamTurboTax 40 + employees
- 14. Where did we start?
- 15. How did we manage?
- 16. Grow quickly Recruit 1
- 17. Grow quickly Recruit Reward 2
- 18. How did we do? 1 Fast: Average 4 minute response time 2 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. 3
- 19. Thank you for listening. Don’t forget to follow @TeamTurboTaxfor tax help on Twitter this tax season.