Microsoft 365 self-help and online support experiences
Answering the customer's question before it becomes a support ticket.
- Role
- Engineer — feature development
- Organisation
- Microsoft
- incidents per million
- IMEU ↓
The problem
Every support ticket that a customer could have resolved themselves is a cost to the customer and to Microsoft. The measure for this is IMEU — Incidents per Million Engaged Users.
Generic help content does not move that number. Personalised, situation-aware answers do.
What I did
Developed customer self-help and online support experiences for Microsoft 365 worldwide commercial and consumer users.
Delivered personalised insights and answers to customer queries rather than static documentation.
Collaborated with cross-functional teams to design features grounded in real customer needs.
Outcome
Reduced Incidents per Million Engaged Users (IMEU).
Increased self-help success rates and customer satisfaction.
Improved the overall Microsoft 365 support experience at worldwide scale.