For Marketing Leadership Professionals

Case Study: Intuit TurboTax Uses Crowd Wisdom To Make Online Support Less Taxing – A Social Computing Report

    Why Read This Report

    Intuit TurboTax used the wisdom of crowds — gleaned by analyzing how tax filers and tax preparation businesses interact with thousands of pages of support and tax code information — to supercharge its online support and hold down costs. Business-to-business (B2B) marketing professionals can learn how to turn the analysis of community interactions into more desirable online experiences and informed social media plans from this case study.
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    TABLE OF CONTENTS

    • The Situation: Extensive Content Changes Put Product Sales At Risk
    • Actions: Use Technology To Automatically Promote The Best Content
    • Results: Crowd-Vetted Content Cuts Costs And Boosts Revenue
    • Analysis: Community Interactions Create Desirable Site Experiences
    • WHAT IT MEANS

      Next Steps: Use Community Activity To Inform Community Marketing Plans
    • Related Research Documents