Microsoft support pilot

December 27th, 2009 by Stephen Jones Leave a reply »

Microsoft has launched a new limited pilot program on its Microsoft Answers forum that will eventually see independent experts bidding on tech support that users post. These ‘experts’ are presumed to have the skills and ability to troubleshoot and to resolve customer technology problems. To try the program, dubbed TechSupport Marketplace, visit the Windows XP and Windows Vista forums “Ask a Question” page on Microsoft Answers and hope for an invitation.

The limited pilot will run for a few months after which Microsoft will evaluate the customer value and use to determine if and how to proceed with this customer offering.

The idea is simple. Users will post questions on the new website and a select group of technical experts will bid to provide support to the user. Think of it like an eBay or Craigslist for your support problems. The pilot program is currently available only on the English forum and should conclude in Spring 2010. The pilot is obviously limited in scale and experts who help the customers have been selected by Microsoft especially for this pilot. During the pilot phase, expert assistance will be provided free of charge on an invitation-only basis. The support service will be available during business hours, 7:00 am – 5:00 pm PT.

I can see support nightmares if this is extended to erp solutions where there may be specific customisations,and a local partner has no record of ad hoc support done by others.

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