Microsoft Office Live Small Business Community Council

Reduce customer service escalation instances, decrease churn rates and drive down the high costs of support.


  • Sunset existing online resources and build a community platform as a single, intuitive, comprehensive experience for all product support content.
  • Identify and activate customer advocates and experts to partner with customer service, engineering and marketing teams.


  • Reduced the percent of Microsoft-generated support responses from over 90% to 20%.
  • Decreased overall cost of product support by 63%.
  • Resulted in over 500% program ROI.
  • Increased overall customer satisfaction by more than 30%.

ComBlu’s Role

  • Identified, recruited and activated a select group of advocates and expert product users.
  • Created escalation processes and protocols for an integrated support experience.
  • Built a community platform to serve as a single online destination for support content (e.g., how-to videos,
    white papers, tips and tricks, etc.).
  • Created and executed advocate engagement strategy.
  • Established formal feedback channel between advocates and the brand.
  • Crowdsourced gamification strategy with community council.
  • Evolved member engagement beyond how-to support to conversations on small-business solutions (SEO, UI, advertising and marketing).
  • Developed a scalable community platform that would support the Office Live Small Business community in 50 countries and 90 languages.