Proseries customer support standards for 2018 tax season

Forum|Forum|6 years ago
December 7, 2019
27 replies
141 views

I would like Proseries to openly announce their expected tech support strategy and service standards for the 2018 tax season. Not the hours when phones are open, but the expected time to answer each call. I'd also like to know if chat will be offered this year.

At this point, calls go to a person who attempts to direct them to the appropriate subject matter expert. After the announced 45 minute wait time, callers are able to request a call back when it's convenient for Proseries. Issues: 1) If you are on the line when they call back, you start back at square one. 2) If the point person refers you to the wrong subject matter expert, you start back at square one.

Please be transparent with your users and let us know what to expect this tax season.

ProSeries Professional

This topic has been closed for replies.

Best answer by TheBoris

Hi @curt. My name is Boris and I work for ProConnect Customer Success group. I can provide some insights and we can also talk offline if you have some additional concerns.

We have been using our concierge group as we have seen an increase in transfers and customers did not know what team is best equipped to answer that question. Our concierge team is also skilled to answer some general questions to minimize the need to wait.

Chat is not going to be a part of our strategy for ProSeries this season. We have done multiple studies and customer sessions have shown that chat was not an ideal way to quickly and confidently respond to complex tax questions. We are exploring best ways to offer this experience to delight our ProSeries tax professionals.

We are continuously investing in our product support and this year you will see a lot of new and exciting features. SmartLook sessions with agents, schedule a callback, in-product Self-help, and community support.

Thank you for being a loyal ProSeries customer and we hope you have a great season.

Boris

T

TheBorisAnswer

Level 5

Hi @curt. My name is Boris and I work for ProConnect Customer Success group. I can provide some insights and we can also talk offline if you have some additional concerns.

We have been using our concierge group as we have seen an increase in transfers and customers did not know what team is best equipped to answer that question. Our concierge team is also skilled to answer some general questions to minimize the need to wait.

Chat is not going to be a part of our strategy for ProSeries this season. We have done multiple studies and customer sessions have shown that chat was not an ideal way to quickly and confidently respond to complex tax questions. We are exploring best ways to offer this experience to delight our ProSeries tax professionals.

We are continuously investing in our product support and this year you will see a lot of new and exciting features. SmartLook sessions with agents, schedule a callback, in-product Self-help, and community support.

Thank you for being a loyal ProSeries customer and we hope you have a great season.

Boris

sjrcpa

Level 15

yep

The more I know the more I don’t know.

IRonMaN

Level 15

"let us know what to expect this tax season"

I think you already know what to expect -

Calls go to a person who attempts to direct them to the appropriate subject matter expert. After the announced 45 minute wait time, callers are able to request a call back when it's convenient for Proseries. Issues: 1) If you are on the line when they call back, you start back at square one. 2) If the point person refers you to the wrong subject matter expert, you start back at square one.

That's why a lot of folks will just post their questions here to save the aggravation.

Slava Ukraini!

C

curt1Author

Level 5

Thanks but I'd like to hear something from the horse's mouth. Hard to fathom this is the best Proseries can do for us.

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