This week's nudge delves into the realm of Microsoft, focusing on one of their crucial aspects, "Customer Episodes," and the challenges associated with them. Specifically, we will closely examine Microsoft's account recovery process and its impact on the overall customer experience.
The account recovery process at Microsoft is conducted entirely online, where users are required to complete a form and provide essential information to regain access to their accounts. Key details include the specific Microsoft account they seek to recover, the country of account creation, utilised passwords, and other relevant Microsoft data, such as Skype profile information and contact lists.
1. Potential challenges in the form design
Upon submission of the account recovery form, Microsoft's automated system validates the provided information, determining whether the attempt is successful or not. Unfortunately, certain challenges with the form design have been identified, leading to customer frustrations. For instance, users are often unable to enter certain crucial details like "subject lines from recent emails," rendering them unable to comply fully with Microsoft's feedback and requirements.
2. Lack of awareness among front-line staff and call center agents
A significant concern lies in the knowledge gap among Microsoft's front-line staff, particularly those in retail stores, regarding the account recovery process and its underlying policies. While they advise customers to contact Microsoft service agents for individualised assistance, the call center agents reiterate the necessity of following the standard account recovery form, leaving customers in a perplexing situation.
1. Customer-centric design: Design, test, and improve from the customer perspective
For Microsoft to foster a seamless account recovery process, it is imperative to approach the design, testing, and improvement phases from the customer's perspective. Understanding how easy it is for customers to fulfill their needs during the recovery process is paramount. By actively seeking feedback and iteratively refining the process based on user experiences, Microsoft can tailor the journey to match customer expectations and streamline account recovery.
2. Inform and empower customer-facing employees
The frustration of being transferred from one employee to another due to a lack of proper guidance is an issue that Microsoft must address. It is vital that all customer-facing employees are well-versed in how customer episodes, including the account recovery process, are structured and the underlying policies that govern them. Armed with this knowledge, staff members can offer accurate and consistent support to customers, mitigating potential frustrations and building trust in Microsoft's services.
Improving the customer experience is a paramount goal for any organisation, including Microsoft. By reevaluating and refining their Customer Episodes, Microsoft can offer a smoother and more seamless user journey. Ensuring that customer-facing employees are well-informed about these processes will further contribute to a positive customer experience, fostering trust and loyalty in Microsoft's services.
