QuickBooks ProAdvisor customer success updates you need to know about
As we near the end of the year, I want to update you on the most recent improvements we’ve made to the QuickBooks ProAdvisor® customer success experience. I’ve shared over the last few months that we’ve been on a journey to transform ProAdvisor support in four key areas:
- Connecting you with experts based in the United States.
- Building experts’ knowledge, especially across payroll and payments.
- Recognizing who you are when you call us to minimize wait times.
- Resolving your issues faster by connecting you to the right experts faster.
Here are our latest updates:
1. Connecting you with experts based in the United States
Today, all experts serving Gold, Platinum, and Elite ProAdvisors during our support business hours (Monday – Friday, 6am – 6pm PT, and Saturday, 6am – 3pm PT) are now based in the United States. All support experts serving Silver ProAdvisors during business hours will be based in the United States by early 2022.
We’ve also already hired and trained several hundred new experts with a strong background in accounting and tax in preparation for the upcoming busy season. This was a huge priority for us this fall, as we brought these experts on board earlier than ever before to ensure they are well prepared to help you.
2. Building experts’ knowledge, especially across payroll and payments
ProAdvisor support experts are now organized into two teams, with each team focused on building an expertise in QuickBooks® Desktop or QuickBooks Online. This allows our experts to become more specialized, undergo more in-depth training and expand their knowledge to better serve you, understand the intricacies of your workflows, and solve your issues faster. We also are now requiring all experts supporting ProAdvisors to become QuickBooks ProAdvisor certified.
An in-depth, 6-month training program for payroll and payments is also now in place to expand experts’ knowledge in these two areas you told us were in most need of change. In fact, since September, we’ve assembled a dedicated Accountant Payroll team to handle your payroll-specific issues.
3. Recognizing who you are when you call us to minimize wait times
We’ve completed the improvements that help us know who you are and when you first contact us. This means that we can more quickly identify who you are, your ProAdvisor designation, and understand what platform or product you may be calling about so you get connected to the right expert from the start.
We’ve also completed the upgrade of our technology routing platform that speeds up our ability to connect and route you to the expert you need to solve your issue.
4. Resolving your issues faster by connecting you to the right experts faster
We’ve expanded the skills and expertise required of expert leads whose role it is to help front-line agents resolve issues faster. We’ve also required that all expert leads be QuickBooks ProAdvisor-certified. And finally, we’ve implemented new processes and communication technologies that make it easier and faster for front-line experts to get the additional help they need from their expert leads to solve the most complex problems.
Additionally, we’ve put into place processes that prioritize issues related to corrections, amendments and tax notices, so you are connected to a knowledgeable expert trained to answer your questions and resolve these problems quickly.
Our continued commitment
While we have nearly completed the first wave of ProAdvisor customer success improvements, we are not done. We continue to invest in strategies and processes that further build upon the positive changes we’ve made over the last several months. This includes expanding upon the training requirements experts receive to ensure they are knowledgeable and able to help you solve your most complex issues. It also includes further investment in technologies that help you connect with us faster and get you to the expert you need to help solve your issue.
Along that note, some of you may have had difficulty connecting or had your call dropped with our support experts through phone or chat on Dec. 7, 2021. This was the result of an outage by the third-party vendor that connects our support agents with you. I apologize for the inconvenience this may have caused you. I also want to assure you that this brief outage does not represent our continued commitment to making marked improvements to your ProAdvisor support experience. I, and the entire accountant team at QuickBooks, know that your time is valuable. Our goal is to support you rather than slow you down.
If you have any feedback on ProAdvisor support, please let us know. Your feedback will help shape the future of support.
Intuit QuickBooks Accountant Business Leader