I just finished up doing the monthly bill payments and all that fun via Quickbooks. I’ve been a long time user of the product (and use Quicken at home). I love how they have continued to add features along the way including life saving things like Direct Deposit and EFT payments for taxes.
They have had good resources for quite some time when needing assistance whenever issues might arise, such as online Support Pages and Community Forums with “power users” and moderators to help answer questions. But in the new social media world, they have stepped it up again and have reached out even more to their customer base.
After this year’s tax filing time I received the “accountant’s copy” of our Quickbooks file, which is adjusted by our accountant to reflect fiscal year filings and journal entries. Typically this is a very straight forward function, however for some reason this year something backfired and it did not import correctly.
I wanted to make sure that I didn’t make any mistakes with the data so I emailed our accountant to confirm some things … and in the meantime, I put out a simple twitter post indicating that something had happened with my Quickbooks. I wasn’t expecting anything from that really .. just wanted to say “what I am doing” via twitter…..
Impressively I received a reply from Kirasw who said that she works at Intuit (the company that makes Quickbooks) and wanted to know if she could provide any help!
Fantastic! That’s precisely how a company should use Twitter and any social application to monitor the conversation and to provide customer support in some way. Tools are available to “track” specific keywords and to be directed to the person who mentioned that word. In my opinion this functionality is the killer app for any brand in this community building economy.
I tip my hat to Kira and to Intuit for making the most of the new tools available to them.
