I have mentioned the enhanced commitment Intuit has made over the past many months toward improvements in customer support for the ProAdvisor help line. I have personally experienced this, as I know others have done as well. While not every case is perfect, I am hearing that more ProAdvisors are experiencing results from these improvements in a variety of areas.
One of the biggest is the ability to recognize who you are as a ProAdvisor when you call—and then getting connected to the right ProAdvisor support team member at the start of your support call.
Intuit has completed the upgrade of its routing platform to speed up its ability to make these kinds of connections, which means we spend less time waiting and more time getting our problems resolved.
That means "hold times to a minimum..."
When we get to ProAdvisor support, we almost certainly can be assured we are talking to US-based support if we are a Gold, Platinum or Elite ProAdvisor during the business hours of Monday through Friday, 6 a.m.-6 p.m. (PST), and Saturday 6 a.m.-3 p.m. (PST).
By early 2022, Silver ProAdvisors will be supported by the same team, which includes several hundred new experts with backgrounds in accounting and tax to support the QuickBooks product line.
Intuit has completed the upgrade of its routing platform to speed up its ability to make these kinds of connections, which means we spend less time waiting and more time getting our problems resolved.
ProAdvisor Support has gone a step further by re-organizing into two teams—one to support QuickBooks Desktop and one to support QuickBooks Online. Each team offers certified QuickBooks ProAdvisors with additional training in support topics intended to expand their knowledge in the areas that fit the most common requests Intuit sees.
Two of the areas of additional training include Payroll and Payments. In fact, Intuit recently established a third team dedicated to Accountant Payroll, which handles payroll-specific issues for advisors like us. That will be especially beneficial as QuickBooks Payroll users transition into big numbers via the new payroll versions.
All these factors are designed to help ProAdvisors like us get the help we need quicker than ever. That means we do not have to play silly games explaining ourselves and what we have done. Our Support Advisor should understand who we are and what we have done without us having to go into depth.
Then, when we tell them "It didn't work," they can either give us the next thing in the algorithm of potential resolutions or immediately elevate us to the technical support level next in line. Intuit finally has recognized the need for processes that makes it easier and faster for experts to get the additional help we need from its Tech Support to solve the most complex problems.
Does this mean we can expect every call to be perfect? Well, as the old saying goes, 'They're only human folks," just like us.
Does it mean they will do their best to help if you do your best to keep your cool and treat them like you want to be treated? Absolutely.
I am confident Intuit cares and that it is doing its best to get better—and do better—to help us do better for our clients.
In addition, Intuit is actively seeking your feedback regarding ProAdvisor Customer Support. You can let them know via this official website.