Our Information Technology team, or IT as they are affectionately called, plays a critical role in the service we provide to our members, and in our ability to provide it. Whether we are answering phones, responding to email queries or walking our members through the navigation of our main site, we rely on IT to keep things moving smoothly.
It wasn't long ago that I had to call on IT for help while assisting a member. Having been on the receiving end of an audit, the member was understandably flustered, and the fact that my screen decided to give out mid-call did not help the situation. After explaining the problem I was having, I took down the member's information and promised to call back once I resolved the issue. Thankfully, it took just a few minutes.
After ending the call with the member, I frantically dialed the IT HELP desk extension and explained my situation to our support group. In the blink of an eye, Siri was front and center and ready to get to work. She assessed my computer, and while fixing the issue, she not only explained the reasoning behind the interruption but went as far as to share tips on how to prevent this from reoccurring. With the system back to full capacity and my nerves settled, I called the member with confidence and completed the report.
Looking back, I may have been more unsettled than the member, fighting to keep the panic on my face from spreading to my voice. Knowing that I had a trustworthy team working tirelessly behind the scenes certainly helped me keep my composure. And in turn, allowed me to focus on helping my member which is the very reason TaxAudit exists.
Siri is only one of our astounding IT team members; they all respond the same way when we're in need: with urgency, compassion, and competence. IT may not be the first group that comes to mind when we think "member experience," but if not for their incredible knowledge, skill, and unwavering diligence, the experience would be non-existent.
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