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Microsoft is much more interested in supporting large companies than people

Updated: Oct 20, 2021

Not a teams player. Today, you'll get 100 percent insights from a customer's perspective.

As a Microsoft customer, a customer experience expert and a human being, I am sharing my experience with the computer and software company. How you can learn from it to delight your customers.

I have been a customer since 2013. Apple user. Subscriber to a premium licensing package with all applications, applicable to MAC devices. Since the launch of Office 2013, Microsoft offers the service to individuals. Under monthly or annual subscriptions, the buyer gets the right to install the desktop software on two or five devices, as well as additional storage on OneDrive, free minutes for Skype and access to the Office Web Apps. After all, it's sold 10 million copies. So far so good.


"Only 6 percent of marketers say they have a specific view of individual customers. "*


Read on to find out how important it is to keep an eye on each individual in addition to important customers. Concrete insights show steps that effectively improve the customer experience in companies.

The customer story

I had an old license, the one from 2013. A premium package, but unsuitable for Pandemic and Corona communication. I was missing teams.

In times of remote work, this is a must-have, because communication channels are becoming more dynamic and security issues are at the top of the list in the age of digitalization. The video conferencing tool Teams, as part of the Microsoft 365 license package, is therefore the favorite of many companies.

My simple request was to add teams or change the program.

You can already see where the journey is going. It was not that simple.

Here are the key data:

  • 11 contacts

  • 4.5 hours of phone time including waiting time in queues

  • Contact with chat bots- not linked to human help

  • Online contact attempts - attempts that failed for technical reasons on the part of Microsoft.

  • A callback human assistance, which, however, did not serve the service, but the sale of the business variant only.

The most critical components of customer experience expectation*

1. Enable elegant, smooth interactions (66 percent)

2. Providing fast service (66 percent)

3. Making sure customers feel understood (65 percent)

4. Making relevant information easy to find (63 percent)