Microsoft: Implementing a consistent
customer service experience in 132 countries
From on-device help to smartphone protection plans
With 1.4 billion registered devices, Microsoft has one of the world’s largest customer bases in the mobile industry. B2X operates a global customer care solution on behalf of the tech giant.
What was our strategy?
When Microsoft made the decision to separate from its mobile phone business, the company required a global service solution for its Lumia and Nokia smartphone customers.
B2X implemented a consistent customer care experience based on its SMART SERVICE PLATFORM. Lumia users can diagnose issues directly from their device, contact a support expert via chat or callback and seamlessly initiate a repair when needed.
What Microsoft says.
“B2X operates one of the most comprehensive service ecosystems in the industry. Furthermore, thanks to the contact center support provided by B2X in 14 languages, support and advice is provided to our customers at any time, wherever they are.”
Jerry Knoben
Head of Global Care Operations, Microsoft
What was the customer experience?
Within only two months, B2X established an end-to-end customer care solution in 132 countries. Lumia smartphone users who require help, benefit from innovative services – from on-device support to insurance protection plans.
Every service transaction is carried out on B2X SMARTCARE TECHNOLOGY, making every customer interaction totally transparent – 24 hours a day, 365 days a year.
Solutions used:
B2X PROTECT
Device insurance solutions protecting your customers’ digital life.
B2X SUPPORT
B2X SUPPORT provides trusted and personal support and service for in-warranty and out-of-warranty incidents, to deliver a seamless customer service experience.
B2X REPAIR
B2X REPAIR provides a scalable repair solution for electronic products – on all technical levels at the highest quality and best cost efficiency.
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