Case Study: Intuit QuickBooks achieves 12% higher customer satisfaction with Slack

Support agents at Intuit QuickBooks increase customer satisfaction by 12% with Slack

Intuit QuickBooks needed a better way to handle rising customer support demand without simply adding more agents. Using Slack, the company worked to centralize information, improve collaboration, and give support agents faster access to answers through its Quincy bot and related Slack channels.

Slack helped Intuit QuickBooks build a more efficient support ecosystem with Quincy bot, atSpoke, and a searchable knowledge base that connected agents with product experts. The results were substantial: support cases were resolved 36% faster, saving 9,000 agent hours annually; customers saved 2,000 hours; agent confidence rose 20%; and Intuit QuickBooks increased NPS by 12%.

Intuit

Omer Khan

Former Digital Lead for Customer Success