Customer survey

Voice and tone

When writing an email, remember that you represent TurboTax and Intuit. Keep a
professional tone, make sure you are grammatically correct and use accurate spelling.

This is a professional email, but you can keep it conversational. Contractions are
okay! Be your best professional self to personalize the email.
Sample Email
–
You contacted us today because you couldn’t launch TurboTax Desktop via
CD. We uninstalled your CD program and I provided you a download.

Here are instructions on how to access your download and install the
program: https://ttlc.intuit.com/turbotax-support/en-us/help-article/product-
delivery/download-software-turbotax-com/

Transferring Contacts (CG_7367)

Transferring Contact
The Tax “Whys”:
TA Transfer sends your customer to a Tax Expert. Tax Experts handle the
“why” questions concerning taxes. This is only for customers who have
TurboTax Online Live products.

TA Audit Transfer: Audit Letters

TA Audit Transfer is used when customers have an audit letter and don’t
have Audit Defense via purchasing Max benefits. Note: if a customer did
purchase Max benefits, we would refer them to TaxAudit.com

Identity Protection Transfer: ID and Tax Fraud

Identity Protect Transfer queue is for customers who suspect they are victims
of tax fraud or tax-related identity theft.
Spanish Transfer: Spanish Speaking Customers
PS Spanish Transfer connects your customer to someone who speaks
Spanish.

Warm vs Cold Transfers

When you transfer a contact, it will either be a warm transfer or a cold
transfer.
A warm transfer is when you introduce the customer and their issue to the
next expert before you leave the call.
A cold transfer is when you transfer the customer to a different queue,
without introducing the customer to the next expert.