Case Study: Microsoft achieves ticket deflection and self-service support with VisualSP

Microsoft deflects repetitive support tickets with VisualSP

Microsoft faced a challenge where repetitive "how do I" questions from employees using Microsoft 365 were creating a significant support load, interrupting managers, and overburdening HR and IT help desks. These issues persisted because answers were not available within the application itself. To address this, Microsoft partnered with VisualSP to implement its in-app guidance and support solution.

The solution from VisualSP embedded contextual answers, walkthroughs, and self-service help directly into the Microsoft 365 user experience. This allowed employees to find answers at the exact screen where their questions occurred, deflecting tickets before they were created. The results included a measurable reduction in repetitive support tickets and interruptions, scalable self-service without adding support headcount, and provided visibility into the origin of questions to better target guidance.

Microsoft