Question

Client Tasks

  • 8 February 2021
  • 3 replies
  • 84 views

Userlevel 5
Badge +9

We just launched out our annual tax packets to 400+ 1040 clients through the Karbon Client Task feature in the work items.  Two things we are struggling with:

  1. Clients completing the task by clicking the check box from the email directly and NOT reading what they are supposed to do.
  2. Clients not receiving their original task email.

Anyone else struggling with this?  Any suggestions?  


3 replies

Userlevel 7
Badge +19

We have been running A/B testing around this same issue. We discovered that the Karbon client tasks are not a good way to complete a client questionnaire. We are using a secure questionnaire link as a single Karbon client task.

 

The triage load to handle 95 questions per client ended up being too much to handle and not as easy as a radio button (or as forceful) we use in the questionnaire link.

Userlevel 5
Badge +9

Thanks Max!  We discovered that very early on too!  We have two tasks.  One to click a link to go to a web form questionnaire through Adobe Sign and then one for them to upload files through, if they don’t want to use their SmartVault portal.

The older contingent of clients are giving us a hard time on the questionnaires - that’s one issue.  The other is clients aren’t reading and just clicking the box to complete.  We even did this on the task header line “Click ---------------- > HERE to expand your task and see more information”  Lol!

Userlevel 7
Badge +19

Hmm, we have not discovered an issue there yet, though we are doing methodical A/B testing and it may come up as we get further into Tax season. We are experimenting with a double check step right now that reviews the questionnaire and then added client tasks for specific documents that should have been attached according to the questionnaire, but were not. Basically, we are treating the questionnaire as a first attempt, but with a plan to follow-up with specifics afterwards. I’m curious to hear how this situation works out for you and if you find an answer.

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