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.
• 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.
![](https://freight.cargo.site/t/original/i/e16f9122a307e6f9fcc5c1bae9b533edc9247ff9eb6ba9da7ba7a67d63fb3193/existing-form.png)