Case Study: Microsoft achieves 2 million annual support resolutions and 90%+ CSAT with Directly

Directly and Microsoft work together to handle 3 million customer support issues a year

Directly, founded in 2011, partners with Microsoft to solve a common customer-service problem: traditional contact centers hire agents who often aren’t product users, require lengthy training, and struggle to scale for spikes in demand. After working with LinkedIn and joining Microsoft’s ecosystem in 2016—with M12 investing in 2017—Directly needed a way to deliver faster, more knowledgeable, and more local support across Xbox, Windows, OneDrive, Dynamics 365 and other lines of business.

Directly’s solution combines AI-driven automations with a gig network of enthusiastic product experts who pick up requests on-demand, cutting time-to-competency from months to days and keeping complex cases human-handled. The partnership now resolves about 2 million Microsoft customer issues a year, achieves over 90% CSAT, automates roughly 25% of Xbox issues, scales for seasonal spikes, reduces costs from offshore centers, and generates product insights for continuous improvement.

Microsoft

Sue Morris

GM of Worldwide Customer Service