Microsoft
Support Command Center
Creating efficiency & enhanced customer experience through the application of technology.
Insight
Microsoft receives millions of support phone calls a day. Ranging from XBox power button questions to complex Azure analysis. Needless to say they have a FEW call centers.
Microsoft support leadership saw disjointed communications across product and regional call centers as a huge opportunity. It was a Microsoft expectation that each rep respond with a customized email to the person's issue the moment the call ended. This could take at times up to ten mins. Quality, language barrier and brand integrity were a challenge.
When dealing with millions of touches across the globe, saving even 30 seconds per call could mean millions of dollars daily.
Result
A massive reduction in time per email response and increase in email quality and relevance. Email creation times went from 15-30 mins per call to sub 30 seconds. Saving Microsoft millions per day in call center costs and delivering faster client response times.
Beyond providing helpful information to the customer, these emails were also loaded with up-sell / cross-sell content. So support emails now became revenue generators.
Idea
Microsoft receives millions of support phone calls a day. Ranging from XBox power button questions to complex Azure analysis. Needless to say they have a FEW call centers.
Reduce the time spent per call center rep by building a custom email communication tool. It was filled with helpful instructions and video tutorials. A rep could get to a resolution with only 3-5 clicks versus the 30 mins on average they were spending troubleshooting and communicating back to the customer.
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