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Moving to cloud-based services has also influenced the way Intuit
delivers support to its customers. Traditionally, the company focuses on three
key elements of support: telephone support, self-help and encouraging accountant
partnerships. But lately there seems to be a shift in investment toward the
self-help option. “This [shift] is aided by having ongoing releases, and just
our ability to get in there and understand where users are going in the
product,” said Anderson. She added that social media channels have changed the
self-help service approach. These online communities allow users to communicate
and help one another with the products. “Users understand [the products], and
they figure out shortcuts that are right for their business. To be honest, regardless
of how much time we spend in the products, we will never know our product like
our users do. So the beauty of having the social channels and users helping
users is just really a win-win for our customers and for us, overall.”
Part of the reason Anderson is so eager to talk to small
businesses about managing finances and moving to the cloud is because of the results
she has witnessed for herself. “Small businesses drive our economy,” she said.
“Businesses that can see their finances, and can understand where they stand,
are going to have greater success. And I think that it's an amazing complement
to have the flexibility that the cloud provides in really that anytime,
anywhere access.”
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