How we helped Microsoft decrease support calls and boost issue resolution while upgrading the customer experience.
Over the course of several releases, Microsoft’s Xbox support pages had evolved into a loose collection of long, text-heavy pages geared towards early-adopter gamers with above-average technical fluency. But, the advent of Kinect promised to bring with it an influx of casual gamers who’d be potentially overwhelmed by the volume and density of these pages and, in turn, flood call centers.
Microsoft needed to up its service game and quickly architect a wholly new experience at support.xbox.com.
As the popularity of gaming consoles grew beyond the hardcore gamer audience, the Xbox community quickly became populated with more family-centric, non-expert audiences. The new support experience needed to serve the core gamer’s taste for explicit technical detail while keeping the experience simple and friendly for the newcomer audiences.
Core Xbox customers are social creatures, playing together and helping each other to resolve their technical issues on their own.
Support materials that were technically thorough, but hopelessly dense put Microsoft’s new, less tech-savvy audience at a disadvantage for self-support.
Intelligent troubleshooting and step-by-step walkthroughs enable the new support platform to help customers assess specific support and warranty information – preserving phone agent availability for cases that truly require a personal touch.
We developed a whole new e-commerce flow to provide new levels of service to users needing repairs. Order tracking, notifications, and warranty service information transformed a formerly complicated process into a clear and simple transaction.
The new Xbox support experience delivers personalized service to keep gamers informed about the status of issues and repairs, while providing the information they need to maximize their Xbox console.
Our re-imagined Xbox support experience was launched across 40 territories worldwide, in 22 languages, and drove substantial drops in call center volume almost immediately.
The architecture and experience principles we helped develop have continued to power the site’s behavior through subsequent generations of Xbox and remain consistently ranked at the top of the industry for service and customer experience.