14 DAY TRIAL // Windows 7 is an evolutionary Windows client release, according to Microsoft, and it was also fit that support for the OS would also be an evolution compared to what was available for Windows Vista. And Windows 7 comes in a world where Microsoft Support is much different from what it was when the company made its debut.
According to the software giant, “Microsoft Corp. was founded in 1975 to develop and sell BASIC interpreters for the Altair 8800. Customer support in 1975 consisted of Bill Gates and Paul Allen.” The focus on customer support has grown tremendously for Microsoft, as the Windows operating system became ubiquitous, and as the company started offering additional products.
Official statistics from the Redmond company reveal that this year alone traffic to Microsoft online support exploded to approximately 1.2 billion. “Microsoft Customer Service and Support now manages 30 million support requests online, through e-mail and phone each year in 29 languages across a range of products around the world. There are more than 7,000 agents in over 60 locations available to help Microsoft customers,” the company explained.
And precisely in order to simplify support, Microsoft has included a variety of enhancements into its latest Windows client, designed to let users deal with the most basic of problems virtually on their own. In order to help customers resolve Windows 7 issues on their own, and reduce the weight experienced by Microsoft Support, the company has focused on taking support to Twitter, providing a comprehensive library of software “Fix its” automatic fixes, and even build diagnostic and repair tools into Windows 7.
“Windows XP had little built-in support, and Windows Vista included some diagnostics to assess network connectivity issues,” Lori Brownell, general manager of Product Quality and Online Support at Microsoft, stated. “But Windows 7 truly reflects broad customer feedback that has enabled us to build a comprehensive set of resources that solve customers’ most pressing problems and even keep them ahead of potential problems. For example, Windows Update searches for updates, like driver updates, automatically.”
For the latest iteration of its Windows client, Microsoft has embraced social media, offering the @MicrosoftHelps handle on Twitter. The goal of @MicrosoftHelps is designed to help customers access support that is neither costly, nor technically complex.
“Our social media agents are experienced and have extensive knowledge about searching and using resources to get answers to customer questions,” Brownell explained. “They will also bring customers with more complex issues into the support forums for help from customer support and Microsoft MVPs.”
In addition to Twitter, the company is also leveraging the now-traditional forum formula to offer Windows 7 support via Microsoft Answers. “Microsoft Answers makes it much easier for consumers to find simply written information about their PCs,” Brownell noted. “People can go there to find, use and share information that helps them get the most from their software.”
But ahead of anything else, Microsoft is most proud of the Windows 7 native support, included in the box. From the Windows Action Center, users can easily take advantage of over 20 automated troubleshooters designed to resolve basic problems with Windows 7. “These troubleshooters can diagnose and solve the most common problems reported by Windows users, including set-up and compatibility issues, hardware defects and the like,” Brownell promised.