Case Study: Microsoft improves self-service support with Limitless Technology

Technology giant uses CrowdService to be at the forefront of innovation in customer experience

Microsoft partnered with Limitless Technology to improve customer support on Account.microsoft.com, where users manage subscriptions, payment methods, order history, and account preferences. The challenge was to stay aligned with Microsoft’s “Shift Left” strategy by deflecting contact to digital channels, encouraging self-service, and doing so in a flexible way without a large upfront investment in resources or overhead. Limitless Technology provided its CrowdService solution, using the Onboard and Support services.

Limitless Technology implemented a “message an Expert” option through Microsoft Support’s IVR. Customers received an instant text link to the Limitless Messenger widget, where they could connect with a Crowd of Experts for immediate help with account, billing, and subscription issues. The case study highlights improved self-serve and contact deflection with on-demand, 24/7 support, though no specific quantitative results or measurable impact figures were provided.

Microsoft