Turbo Tax and Social Media

I heard a short talk on this at SXSW (it was one of those 15min sessions, so they didn’t go into great detail at the time). Here’s a longer version of the presentation. Basically, Turbo Tax is doing what HRB is trying to do with the team of “Social Monitors/Responders” for customer service purposes, but it appears that they’ve sorted out all the details to create a slightly more successful and manageable model using twitter.

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