According to Microsoft, listening to the community is a key aspect of catalyzing the evolution of user experiences built around its products and a critical element of providing support. Toby Richards in an interview with PressPass revealed that “Our consumer, small-business and home-office customers are online more and more. They are looking for software support — when, where and how they need it. Traditional support vehicles, such as phone, e-mail and IM, are becoming secondary to self-help and online user groups, and in turn are being replaced with online engagements within Microsoft sites and other experts in the community.”

Full Interview: PressPass