Written by: Kyle Hopkins
Each morning when I come in to work at TaxAudit.com I see our mission statement posted on the side of my cubicle: “To provide our Members with the finest income tax audit representation and the best taxpayer education available while minimizing the stress involved in dealing with the IRS or any tax authority.” While I’m in a non-tax role in the Membership Services Department, my team and I play a vital role in minimizing the stress of our members.
Each day I monitor the emails sent in by our customers requesting assistance with everything, from website problems to reporting their audits. Our company policy is to respond to all correspondence within one business day, but I make it my personal goal to have no calls left to respond to by the time I leave each day. To provide the best service and minimize the stress in dealing with the IRS, being prompt in responses to our members is vital. Oftentimes I will call a member back within minutes of receiving their email.
Frequently I hear people say how quickly we handled their problem and how a weight is lifted when they are assured that we will act promptly to take care of their audit issues. It’s easy to forget how much a prompt reply can help and how we all want to feel like someone is there for us when we need them, but I am reminded of it every day.
Recently I handled a call from a member who was very concerned about her notice, which she received late due to a move. While the notice itself was a typical 30-day notice, more than two weeks had elapsed before she received it at her new address. Not knowing exactly what to do, she turned to our website, TaxAudit.com, and found our customer service email address. I received her email, which included her phone number. Our internal system automatically generates an email response to members letting them know that a reply can take up to one business day; on a Friday that could mean they may not receive a response until after the weekend.
The member was understandably worried about losing a few more days with the deadline looming. And she was quite surprised when her cell phone began to ring less than five minutes after she sent the email. When I introduced myself and told her I worked for TaxAudit.com she was immediately relieved that we had responded so quickly. I started an audit report and went over the instructions on what she needed to do to get her case assigned to a tax professional. She was prompt in sending her documents, and when I checked on her case later I found out that an audit representative had been assigned before the end of the day, saving several days towards the deadline.
Every day our Membership Services Team strives to meet the needs of our members and understands that when we receive messages someone is anxiously waiting to hear back. Our members’ peace of mind is important and we empathize with the stress they feel when trying to get their audit process started. To all of us at TaxAudit.com meeting that expectation is an everyday thing, but we also recognize how much of an impact a timely response can have on the confidence and stress levels of our members.
TaxAudit.com gets dozens of comments from customers we have helped every week. Below are just some of the reviews we received last month.
My Audit Representative was very professional and extremely helpful in resolving my 2013 tax inquiries. I do appreciate all his time and assistance in helping me resolve my IRS issues.Hamid, St. Thomas, VI
This is an excellent service, and a bargain. I’m so glad I purchased the service, and I certainly will again in the future. I received excellent service every step of the way. I have nothing but praise for your company and the employees with whom I interacted.Harold, Tucson, AZ
An invaluable service for those who do not have the experience to deal successfully with the IRS. No issue is considered too trivial for their attention and effort. They make sure you are kept in the loop for the entire process and take the time to explain what they are doing and what the next steps are in terms that are easy for the lay person to understand. I highly recommend their services.Jason, San Pedro, CA
I recommend that every person that file their taxes with Turbotax sign up with TaxAudit. TaxAudit gives me confidence, that, if in case of an audit, they will be there to represent me. Thank you.Luis, Weston, FL
My taxaudit experience was very positive. The taxaudit representative was able to resolve my issue quickly and reduced my overall payment to the IRS by 40%.John, Sterling, VA
I am so impressed with the way TaxAudit’s team handled my audit and the results. It was stressful just getting audited, but the outcome was better than I could have hoped for, and the process was simple once my rep took over! I can’t recommend you enough!Rene, San Ramon, CA
When I first got the notice from the IRS I was super freaked out! But, thanks to tax audit I was in good hands. It was a very easy process and I am very pleased with the service we received. I have and will continue to recommend this service to my family and friends.Mark, Humeston, IA
The IRS can be intimidating to a person who doesn’t work with numbers, papers, and forms every day. The TaxAudit professional advocated for us and in the process made resolving a simple mistake extremely easy. I’ll use them again! Hiring them was a great decision!Jared, Katy, TX
First, I am a curriculum designer and seldom provide stellar feedback across the board; I’m trained to find flaws (in my own work as well), if you will. Throughout this process I have been highly impressed with the level of care, thorough explanations, and reassurance that all would be well. While I’d like to say I look forward to working with you again, this is one case (undertaker being the other, I suppose) in which I hope it’s not necessary. But…should the need arise, I know my family will be in good hands. Audit Defense will always be part of our tax prep process and I have shared our story with many already and will continue to do so! What a wonderful experience!Janice, North Charleston, SC
Was grateful we signed up for services, just in case. We were fortunate you were there to help us with the audit and fix errors. Well worth the cost when we originally did our taxes. Thank you for an excellent job.Connie, Allison Park, PA
I will always use and recommend Tax Audit.com, everyone that we dealt with was great! Thanks to everyone for all their help!!James, Oliver Springs, TN
Your company provided much needed peace of mind and the highest level of professionalism during a highly stressful time. Simply invaluable!!Ivory, Fayetteville, GA
This service totally blew me away. One missed document changed the entire tax return and I had no idea how to go about correcting the towering affect. My audit representative’s expertise and gentle guidance made the process simple. He was encouraging and confident through the entire process. I will shout your value to all my family and friends. I so appreciate this service and won’t go a single year without the protection.Sharon, Stevensville, MI
This was a fantastic experience. It is the first time I ever have to deal with this kind of experience and it terrified me receiving that letter from the IRS. I greatly appreciate the re-assurance from my coordinator and audit professional during the entire process. It was more than I expected and could not have had a more pleasant experience. Kudos to them for the great work!!Luis, Hollywood, FL