How Microsoft's support team transformed from being reactive to proactive

CX Network

Customer feedback and satisfaction

At CXNLive:Customer Feedback and Satisfaction Microsoft’s director of customer service detailed the road to success for the brand’s customer service and support team.

The session, which opened up the online event, took a deep dive into how the team reduced the number of complaints. Key to this was its use of predictive analytics and voice of the customer feedback to improve frontline response.

Speaking about the lessons revealed in session, Huenink said: “A lot of our work in the crisis and escalation department has moved from being reactive to problems, to being proactive about the customers’ experience.”

Watch the session below to find out exactly how the technology giant managed to reduce handling time through automation. Plus, learn how it increased customer satisfaction levels in the escalations and crisis arena: