Microsoft Office Live Social Ecosystem

Improve customer experience of Microsoft Office Live Support Community and make it the preferred support channel.

Strategy

  • Develop an interoperable community platform that consolidates existing content repositories into a single portal.

Results

  • Lowered overall cost of support by 60%.
  • Reduced answer rate by Microsoft employees from 90% to 25%; exceeded community answer rate of 50%, with peer-to-peer
    answers at 76%.
  • Increased customer base by 77% post-launch.
  • Increased community support page views for Microsoft Office Live Workspace by 359% post-launch.

ComBlu’s Role

  • Defined the business and functional requirements.
  • Developed and translated creative.
  • Developed functionality.
  • Maintained PPE and PROD environments.