By Mint.com (Intuit)
MINT.COM is the world's leading online personal ﬁnance site, working with more than 16,000 ﬁnancial institutions while supporting 6 million customers since its launch in 2007. Mint allows customers to consolidate ﬁnancial information from all of their banking and ﬁnancial institutions and view their activities via a user-friendly dashboard. This consolidated view allows Mint customers to easily manage their net worth by tracking their spending and income, locating savings opportunities, reducing debt and managing investments.
In 2009 Mint was adding 3,000+ new users every day. The company was confronted with unprecedented growth that taxed its existing support system: a two-tiered solution consisting of self-service bulletin boards and e-mail. To maintain a high level of support and continue to maintain their customers' trust, Mint had to ﬁnd a way to scale its customer service and support.
Mint.com engaged Get Satisfaction to create a custom solution that would act as its first line of support. Working together, the teams built a robust customer community that would empower their customers to solve problems, bring out the best ideas, and drive better business.
Mint's Get Satisfaction customer community connects customers with one another, creating a social "knowledge base" that is co-owned and updated constantly by Mint and its customers. Within 90 days, the company saw a 75% reduction in the number of support tickets; saw 50% of traffic arrive via SEO; and engaged 90,000 registered users across 15,000 topics.
Today, Mint has 32 employees responding to 7,500 support tickets per week and 100 new topic posts within the customer community every day. Over the past 12 months, the community has seen 47,750 new topics from 132,898 active users. In addition to support requests, loyal customers share ideas--2,965 over the past year--and provide valuable product feedback that leads to the implementation of some of the most popular features.
July 2010 to present
Overall Rating: (45 votes)
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