Case Study: Intuit improves customer resolution, tNPS, and hold times with Glance

Glance Networks Makes Customer Interactions Less Taxing for Intuit

Intuit, the company behind TurboTax, needed a better way to help customers who were stuck during tax preparation and wanted support that felt more personal and efficient. It turned to Glance and its SmartLook visual engagement service to let experts see the customer’s TurboTax screen and guide them in real time.

Glance implemented secure one-way video and cobrowsing so Intuit experts could instantly highlight, annotate, and direct users without seeing private information. The rollout to thousands of experts across 15 locations drove measurable gains: customer resolution rate improved by 10%, transactional NPS increased by 18%, and average hold time dropped by more than 15%.

Intuit

Stacie Herring

Director of Assisted Experience