Case Study: Intuit achieves up to 20% higher customer satisfaction and up to 25% higher conversion rates with LivePerson

Proactive Digital Engagement Calculates to a Delightful Experience

Intuit, the maker of QuickBooks, Quicken and TurboTax, wanted to “delight” customers by building digital engagement into its service strategy but faced fragmented chat operations, the need to better identify high‑value customers, and the challenge of improving already-strong satisfaction scores while boosting conversions and efficiency.

Intuit consolidated chat into a Chat Center of Excellence using LivePerson’s proactive chat, text analytics and predictive targeting to route and optimize engagements. The initiative delivered faster resolution, up to a 20% improvement in customer satisfaction for certain product lines and as much as a 25% lift in conversion rates, with further gains in conversion, average order value and satisfaction projected from expanded predictive targeting.

Intuit

Norm Happ

VP of Sales, Small Business Financial Solutions