Ask Anything: Micah Sampson, Customer Experience Leader for QuickBooks Money, QuickBooks Online/Self-Employed, and Payroll

I am here and looking forward to your questions.

Hi Micah! 
I'll break the ice.
Curious, what is the most rewarding or exciting aspect of being in your role? 
Thanks! -Gabi 

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@GabinU wrote:

Hi Micah! 
I'll break the ice.
Curious, what is the most rewarding or exciting aspect of being in your role? 
Thanks! -Gabi 

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For me, it's really working with customers.  Talking to them and helping them.  I've made so many awesome connections over my past 12 years, many that I still talk to.  I can probably rattle off a bunch of businesses I continue to watch grow.

I never lose sight of the fact that without our customers, I wouldn't be here, so their success is my success.  

I'll also share a frequently asked question that comes up in the community:

"What happens after a bug is reported, or a feature improvement is requested by a customer? How can we know our voices are being heard by Intuit?”

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@Ami_D wrote:

I'll also share a frequently asked question that comes up in the community:

"What happens after a bug is reported, or a feature improvement is requested by a customer? How can we know our voices are being heard by Intuit?”

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There are different processes for both of these.  However, generally speaking, we have prioritization principles for both that are similar to determine what order we address bugs or feature requests.  For bugs, we log those into JIRA and set priority generally based on total customers impacted and if the system or workflow impacted has a workaround or not.  As we hear from more customers or we learn new information, that prioritization may change.  

For feature improvements, my team generally tracks these and stack ranks them using what is called a "RICE" score.  We then regularly report out to our product teams on the top requests from customers and work with them to get these on the roadmap. 

One improvement we are looking to make is to make these more visible to our customers, possibly through our community.  I am hopeful that we can deliver this soon!

Thank you! Here is another one from the community, that's more product-specific:

“I’m interested in migrating to QuickBooks Online from Desktop, but I’m concerned that some of the features I need aren’t there or as easy to use. Are there any broader plans to bring in some of those missing Desktop features one day?”

@Mich6 

@Micah-S wrote:

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@Ami_D wrote:

I'll also share a frequently asked question that comes up in the community:

"What happens after a bug is reported, or a feature improvement is requested by a customer? How can we know our voices are being heard by Intuit?”

---

 

There are different processes for both of these.  However, generally speaking, we have prioritization principles for both that are similar to determine what order we address bugs or feature requests.  For bugs, we log those into JIRA and set priority generally based on total customers impacted and if the system or workflow impacted has a workaround or not.  As we hear from more customers or we learn new information, that prioritization may change.  

 

One improvement we are looking to make is to make these more visible to our customers, possibly through our community.  I am hopeful that we can deliver this soon!

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I guarantee our voices are NOT being heard.  Especially after the update or whatever it was a few months ago that wiped out our tab function.  THere are SOOOO many complaining about it, reaching out about it and asking for information on when it will get fixed.  

The entire time, and especially as time goes, ALL QB/ Intuit staff members are brushing it off to be a cache/ cookie or browser related issue. It's not.  We're sick of being told to clear our cache or use a different browser, when it's obvious that isn't the issue.  Then, to call support and ask them about it, only to be told they have no idea what we're talking about... It's crap!! 

Is this, or is this not going to get addressed and fix?  

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@Ami_D wrote:

Thank you! Here is another one from the community, that's more product-specific:

“I’m interested in migrating to QuickBooks Online from Desktop, but I’m concerned that some of the features I need aren’t there or as easy to use. Are there any broader plans to bring in some of those missing Desktop features one day?”

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Generally speaking, yes, we are constantly working to improve QuickBooks Online with better features, some that may already be in QuickBooks Desktop and some that are not currently in QuickBooks Desktop.  I started at Intuit back when we had 100,000 QuickBooks Online customers.  Since that time, there have been many many improvements in QuickBooks Online which make it really easy to transition from QuickBooks Desktop. 

The great thing about QuickBooks Online is its flexibility.  What I mean by this is that we have over 600+ applications that connect easily and work seamlessly with QuickBooks Online, expanding the power for QuickBooks Online for almost any business type.  In addition, QuickBooks Online is always "on" since it lives in the cloud.  You don't have to log in for it to download bank transactions and even automatically classify some of those, as an example.   

Back in 2004, I ran a small business with my father.  I bought QuickBooks Desktop 2004 and tried to get it up and running, but I gave up.  I am a huge believer in QuickBooks Online and could probably convince almost any customer to make the switch.  I know there are some people out there who love QuickBooks Desktop, and that's ok.  But I do believe that there are great things that QuickBooks Online can do that QuickBooks Desktop will never be able to do.  

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@Just_me wrote:

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@Mich6 

@Micah-S wrote:

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@Ami_D wrote:

I'll also share a frequently asked question that comes up in the community:

"What happens after a bug is reported, or a feature improvement is requested by a customer? How can we know our voices are being heard by Intuit?”

---

 

There are different processes for both of these.  However, generally speaking, we have prioritization principles for both that are similar to determine what order we address bugs or feature requests.  For bugs, we log those into JIRA and set priority generally based on total customers impacted and if the system or workflow impacted has a workaround or not.  As we hear from more customers or we learn new information, that prioritization may change.  

 

One improvement we are looking to make is to make these more visible to our customers, possibly through our community.  I am hopeful that we can deliver this soon!

---

 

 

I guarantee our voices are NOT being heard.  Especially after the update or whatever it was a few months ago that wiped out our tab function.  THere are SOOOO many complaining about it, reaching out about it and asking for information on when it will get fixed.  

The entire time, and especially as time goes, ALL QB/ Intuit staff members are brushing it off to be a cache/ cookie or browser related issue. It's not.  We're sick of being told to clear our cache or use a different browser, when it's obvious that isn't the issue.  Then, to call support and ask them about it, only to be told they have no idea what we're talking about... It's crap!! 

Is this, or is this not going to get addressed and fix?  

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I am familiar with some tabbing issues, but can you explain more of what you are referring to?  I think it could be using "Tab" on an invoice or something to move between fields perhaps?

@Micah-S   It is when we are tabbing through, creating invoices, adding bill or even JE.  We can't tab beyond the invoice number, as it gets "Stuck" and won't let us tab further.  We are having to double or triple click in the Category  field, just to get us back on track to what we were doing.  

It started after the system was down for Maintenance a few months ago, and we have yet to get any answers.   

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@Just_me wrote:

@Micah-S   It is when we are tabbing through, creating invoices, adding bill or even JE.  We can't tab beyond the invoice number, as it gets "Stuck" and won't let us tab further.  We are having to double or triple click in the Category  field, just to get us back on track to what we were doing.  

 

It started after the system was down for Maintenance a few months ago, and we have yet to get any answers.   

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Thank you.  I am aware of this and we have escalated this to our product teams.  This one is tricky because our goal is to move everyone to our new "invoicing platform".  Invoicing is one of the areas we have been heavily investing in over the past few years to modernize it.  We are working to roll this new platform out to all customers to try out for a certain period of time, allowing them to toggle between the two, before we automatically move everyone.  This plan is subject to change.  However, I can tell you that this is one of our top priorities.

In addition, what you describe is exactly why I'd like to get issues and enhancement requests listed in our community.  I believe that we owe it to our customers to provide visibility and a forum to let us know about these things in a public forum.  

I know you were hoping to hear a date on when this will be fixed, and I'd love to better communicate these things back to our customers.  Another reason I want this in the community so we can share this with our product teams as more and more customers face an issue. 

I will do my best to see if there is anything more we can do to address the tabbing issue in the short term.

I appreciate the answers and information that you HAVE offered.  Although I don't understand what a new platform has to do with the tab function.  Are you saying that we can't have the tab issue fixed, because it's part of some new platform?  

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@Just_me wrote:

I appreciate the answers and information that you HAVE offered.  Although I don't understand what a new platform has to do with the tab function.  Are you saying that we can't have the tab issue fixed, because it's part of some new platform?  

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No, not at all.  What I am saying, very generally, is that if there is an issue on the "old" platform, we might not fix it because our efforts are focused on moving everyone to the "new" platform where things work much better.  That is not to say that we won't fix tabbing.  I have already asked my team to go work with the invoicing team to see what can be done.

With just a few minutes left today, I'd love to close it out with this question:

"What is one final tip, sentiment, or other message you would like to share the QuickBooks Community?"

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@Just_me wrote:

I appreciate the answers and information that you HAVE offered.  Although I don't understand what a new platform has to do with the tab function.  Are you saying that we can't have the tab issue fixed, because it's part of some new platform?  

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@Just_me I just got an update, there are fixes scheduled to go out next week, subject to change.  Not sure if it will fully address your issue as it's focused on tabbing in other areas besides invoicing, but should potentially address invoicing tabbing as well. 

Thank you @Micah-S   I, along with MANY others, appreciate your time and information.  I'll make sure to pass this info along.  

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@Ami_D wrote:

With just a few minutes left today, I'd love to close it out with this question:

"What is one final tip, sentiment, or other message you would like to share the QuickBooks Community?"

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I just want to thank all of our customers for 1) being our customers and 2) running a small business or being an Accountant supporting small businesses.  Small Businesses really are the backbone of our economy and our Accountants are there with our Small Businesses every step of the way.  You have over 10k employees at Intuit working hard every day backing you up.  Keep the feedback coming and continue to tell us how we can get better.  

I promise you, even though you may not see a response or feel like an issue is addressed, my team and I hear you and share your voice throughout the company.  Our Customer Experience team really does see ourselves as an extension of you.  When we work with other functions in the company, we often say "we are the customer in the room".  Your feedback is so important in helping us improve, so always always keep it coming.  

Thanks for a great event today! This thread is now closed to new replies. Keep an eye on the Community Events Calendar for more events like this, and a lot more.