MSEG stands for Microsoft Support Engineering Group. We are in WDG/Universal Store/Membership. MSEG is chartered with developing the strategy and engineering systems needed to provide support for all Microsoft services and products. We think of the support experiences that customers can have with us as falling into four general categories or tiers:
Auto-healing experiences
Our products proactively detect and ideally auto-resolve issues directly without any involvement from the customer themselves. Typically, several customers encounter an issue that is then rapidly addressed before the rest of the customer base hits it.
Self-service experiences
We provide great actionable error messages, great content, great tools/websites to access the content, and a great virtual agent, so customers can quickly solve problems themselves.
Community experiences
When a customer has a problem, she can ask for help from the community and receive a high quality, asynchronous answer either from fellow customers or from Microsoft representatives. This includes traditional community experiences like forums but also social experiences like Facebook and Twitter.
Assisted experiences
The customer contacts us directly and works with a support agent to resolve their problem. The customer quickly connects with the agent and the agent resolves the customer’s problem in an effective and efficient manner. For complex issues that require specialized expertise to solve, the agent can also quickly and effectively engage additional agents and the product teams as needed.
Our goal is to minimize the flow of customers from left to right in this funnel by resolving their issues as early in the funnel as we can.