Enabling a seamless customer experience

Challenge

Intuit Mint empowers consumers to reach their money goals with personalized insights, custom budgets and more — all for free. Ninety percent of Mint clients are new users who require high engagement.

The Mint bill payment feature helps people easily see and pay their bills in one place, so they never miss a payment. Mint sought to enhance its bill payment capabilities to:

• Assist customers with payments for an easy process
• Deflect repetitive questions while seamlessly escalating more complex issues
• Free up teams to focus on revenue-generating activities

Solution

Genesys DX was exclusively implemented on the “Payments” section of web pages for Mint clients. Mint easily segmented its visitors to provide contextually relevant answers based on their journeys.

Results

Using a robust Genesys DX rechanneling strategy, Mint provided engagements by efficiently escalating the appropriate queries and accurately guiding new users throughout their journeys. This reduced call center volume by nearly 50%, which directly affected the wait time to reach an agent.