Based upon our J2EE-compliant Ephibian Framework Technology (EFT) toolset, and leveraging the internal Knowledgebase we previously delivered for Intuit, Ephibian rapidly built Intuit’s TurboTax Support website.
This publicly-accessible knowledgebase provides Intuit customers the ability to search and review Intuit’s document repository of TurboTax-related information. A crisp, clean interface makes public access to the knowledgebase intuitive and efficient. Once the public reviews the available online information, they are encouraged to return an online survey describing the extent to which the online articles helped answer their questions. With this feedback mechanism in place, Intuit is able to refine the information the public sees online, for its maximum benefit. By providing appropriate knowledge online, allows Intuit to reduce the required overall staffing levels and call volume on manned Customer Service centers.
On the administrative side, Intuit Knowledge Base administrators can easily choose whether to make a knowledgebase article public or reserve it for private use.
