Volunteer ‘Customer Service’ improves Customer Satisfaction?
Wednesday, September 16th, 2009
Intuit, the maker of QuickBooks provides a site where die hard users can exchange useful information with an interesting twist. It’s called QuickBooks Live Community and is only available for QuickBooks 2009 users. The net effect of providing this website for only these users is that a ‘volunteer army’ has been responding to each others questions and problems. Since introducing the site in October 2008, traffic on the site has tripled. 70% of the questions posted on the website at any point in time are answered by the volunteers of QuickBooks owners. Another interesting outcome is an increase in the sale of QuickBooks and an increase in marketshare and a reduction in the need for customer service staff.
