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Customer pain points with the existing support experiences: phone support and the support request form

• Phone support is time consuming. Reading every serial number and explaining device issues takes up too much of their day.

• There’s no way for the user to track ongoing requests and next steps.

• The IT admin wants visibility into the solution that the support agent is going to recommend and attempt to resolve the issue themselves before contacting support.

• When the user gets contacted by support again, they need to repeat information to the support agent.

• There are multiple ways to contact support and access resources. The user wants a single location for all their Surface support needs.

• On the existing support form, the user needs to repeat information that Microsoft already has about the user.

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