Case Study: Mint.com achieves scalable customer support and better SEO with Get Satisfaction

Get Satisfaction contributes to Mint’s exponential growth

Mint.com, the leading online personal finance site, was growing rapidly and needed a way to scale customer support without losing customer trust. Its existing forum and email-based support model couldn’t keep up with rising inquiries, had weak first-contact resolution, and offered little value for SEO or customer feedback aggregation. Mint turned to Get Satisfaction to help address these support and community challenges.

Get Satisfaction implemented a custom customer community on Mint’s site, creating a “social knowledge base” where customers could ask questions, share ideas, and help one another while moderators kept conversations organized. The results were significant: support tickets fell 75% from 6,500 per week to 1,500 in 90 days, nearly 50% of page views came from SEO traffic, and 132,000 registered users generated 47,750 topics in the last year. Get Satisfaction also helped Mint double the number of financial institutions supported without adding support staff.

Mint.com

Aaron Patzer

Founder & CEO, Mint