Case Study: H&R Block achieves 4x feedback engagement and improved first-call resolution with InMoment

Delivering Great Client Experiences in a Highpressure Environment

H&R Block, a long-established tax-preparation firm with 12 high-volume contact centers, faced a seasonal surge of customer interactions and an outdated feedback process. Agents were spending valuable time emailing customers after calls, yielding low response rates and an 8–10 day turnaround that prevented timely issue resolution and meaningful insights.

InMoment implemented an automated post-call phone feedback invite and industry-tuned text analytics to deliver near real-time, agent-level insights and targeted coaching. The streamlined approach boosted response rates 4x, cut average handle time by 5–8 seconds, raised first-call resolution by 5–7%, and improved broader operations like appointment communication and hiring; H&R Block has since expanded monitoring to social and chat channels.

H&R Block