Abhii Parakh

Well, we should know that they're getting frustrated because there are various different indicators in that website that when their mouse is shifting places or they're, you know, rage clicking, all of those things are, it's actually a thing. It's a metric of rage clicking.

Well, we should know that they're getting frustrated because there are various different indicators in that website that when their mouse is shifting places or they're, you know, rage clicking, all of those things are, it's actually a thing. It's a metric of rage clicking.

So the data is there, right? It's up to us to listen to those signals in real time. And also, if someone has come to us once, come to us the two times, called us, there's definitely something going on that we can predict what their next need or step is going to be. Perfect example is tax season, right? It's so cyclical in nature. We don't need to wait for the customer to come to us.

So the data is there, right? It's up to us to listen to those signals in real time. And also, if someone has come to us once, come to us the two times, called us, there's definitely something going on that we can predict what their next need or step is going to be. Perfect example is tax season, right? It's so cyclical in nature. We don't need to wait for the customer to come to us.

So the data is there, right? It's up to us to listen to those signals in real time. And also, if someone has come to us once, come to us the two times, called us, there's definitely something going on that we can predict what their next need or step is going to be. Perfect example is tax season, right? It's so cyclical in nature. We don't need to wait for the customer to come to us.

We can be proactive. We can be predictive. We know these people are going to come to us at a certain time. So we can expect... some interactions and plan ahead so we can deliver seamlessly. And actually speaking about tax season, that's exactly what we have done. We have proactively reached out to customers.

We can be proactive. We can be predictive. We know these people are going to come to us at a certain time. So we can expect... some interactions and plan ahead so we can deliver seamlessly. And actually speaking about tax season, that's exactly what we have done. We have proactively reached out to customers.

We can be proactive. We can be predictive. We know these people are going to come to us at a certain time. So we can expect... some interactions and plan ahead so we can deliver seamlessly. And actually speaking about tax season, that's exactly what we have done. We have proactively reached out to customers.

We've integrated all the forms and all the documents that they will need during tax season. And we've been so ready that actually the incoming calls have gone down by 20%.

We've integrated all the forms and all the documents that they will need during tax season. And we've been so ready that actually the incoming calls have gone down by 20%.

We've integrated all the forms and all the documents that they will need during tax season. And we've been so ready that actually the incoming calls have gone down by 20%.

In some cases. So we've seen a lot of benefits already of that predictive and proactive experience.

In some cases. So we've seen a lot of benefits already of that predictive and proactive experience.

In some cases. So we've seen a lot of benefits already of that predictive and proactive experience.

That's actually just this year. Year over year, we've seen a 20% reduction.

That's actually just this year. Year over year, we've seen a 20% reduction.

That's actually just this year. Year over year, we've seen a 20% reduction.

Oh, my gosh. Yes, this is a classic. How much data is good data? And I think you can be drowning in metrics and not being able to take action. So that's a very important question. So the way I think about metrics is about business metrics. So all of your metrics should be put in context of the funnel because you could boost traffic, but then none of that traffic converts. right?

Oh, my gosh. Yes, this is a classic. How much data is good data? And I think you can be drowning in metrics and not being able to take action. So that's a very important question. So the way I think about metrics is about business metrics. So all of your metrics should be put in context of the funnel because you could boost traffic, but then none of that traffic converts. right?

Oh, my gosh. Yes, this is a classic. How much data is good data? And I think you can be drowning in metrics and not being able to take action. So that's a very important question. So the way I think about metrics is about business metrics. So all of your metrics should be put in context of the funnel because you could boost traffic, but then none of that traffic converts. right?