With over-the-phone support being extremely costly and causing a great deal of customer frustration, the introduction of self-diagnosis tools such as the virtual assistant and improved in-app access to resources at support.office.com resulted in a 26% increase in deflection while increasing overall customer satisfaction (CSAT).
Office 365 Support
Product
UI/UX
Office 365 Support
The Microsoft 365 Admin Center and Support Assistant was designed to provide management and support for the Microsoft’s flagship cloud productivity suite including applications like Word Online, PowerPoint Online and other cloud services such as Exchange Online hosted email for business, cloud storage with OneDrive and Microsoft Teams.
What is it?
The Office 365 admin center can be used to set up organizations in the cloud, add users, manage domains, licenses, view reports and open and manage support tickets. As part of the Office 365 Admin team my role was to collaborate with PM, design and engineering on developing concepts for personalization, virtual support and workflows and UX for various components inside the Office 365 Admin experience. Designing an elegant solution was a multi-team, multi-department initiative — the collective effort of design, research, PM and engineering all working together to bring the needs and challenges of our customers to the forefront of the solution.
Why it matters
Task
Re-imagining the Microsoft Office 365 admin and support experience.
