Proactive Expertise & Scalable Support: A Modern Service Model for ProConnect
To deliver the premier experience expected from Intuit ProConnect, customer service must shift from reactive troubleshooting to proactive, capacity-ready problem solving. This means investing in the following three core innovations:
Scalable Support Staffing ProConnect should forecast peak season demand and staff accordingly—not only for volume, but with tiered support levels that include licensed ERO specialists. Long hold times during tax season hinder productivity and erode trust. Proactively staffed teams ensure continuity, reduce backlog, and foster user confidence.
Dedicated Expert Pods Build “Filing Intelligence Pods” made up of tax and tech-savvy experts who monitor emerging e-filing trends, rejections, and IRS schema changes in real time. These pods can identify widespread problems early, create preemptive alerts for EROs, and deliver actionable knowledge before issues escalate.
Subject Matter Ownership Every ProConnect representative should be trained to operate as a true subject matter expert—not just a script follower. That means understanding common pain points, new IRS updates, complex form interactions, and platform-specific quirks that impact filings. EROs don’t need generalists—they need expert-level guidance.
By leading with anticipation, expertise, and scale, ProConnect can redefine its support model and build deeper loyalty with its professional user base.
My experience with Alexis today was contrary in all ways to this suggestion. She was polite and respectful but alarmingly useless. Wasted my time.
