M365 Support Getting Worse – Completely Outsourced?.

Microsoft 365 (M365) has become an indispensable tool for businesses worldwide. However, a growing concern among users is the apparent decline in the quality of M365 support services. Let’s examine the current state of M365 support, explore the role of outsourcing, and investigate strategies to grapple with these challenges.

Microsoft 365 (M365) support is facing growing criticism due to increasing outsourcing, leading to delays, inconsistent quality, and communication challenges. Outsourced agents often lack access to critical resources and sufficient training, resulting in frustration for users.

Businesses also report that support quality has declined steadily over recent years. In this post, we’ll explore the root causes behind the decline in M365 support and discuss practical strategies to navigate these challenges effectively.

Microsoft 365 apps under the spotlight as support quality declines | IB Photography - stock.adobe.com

Many users have reported a significant decline in the quality of M365 support in recent years. A survey conducted by Gartner in 2023 found that 68% of M365 users experienced a decrease in support quality over the past two years. This decline is clearly illustrated in the following chart:

1. Lengthy response times

According to US Cloud’s documentation on Microsoft support response times, the initial response time for critical issues (Severity A) ranges from 1 hour to 8 business hours, depending on your support plan. For example, Standard support plans have an 8-hour response time for critical issues, while Premier and Unified Enterprise plans offer a 1-hour response time.

US Cloud (It’s us), a 3rd Party Microsoft support provider, responds within a guaranteed 15-minute window. 

2. Lack of expertise and inconsistent support quality

Many users report issues with the expertise and quality of M365 support.

On the Microsoft Answers forum, a user shared a detailed complaint letter about persistent issues with their Microsoft account and the support process. They mentioned,

RE: Microsoft Support
“The incompetence and inefficiency exhibited by your support team have further exacerbated my frustration. Despite my repeated attempts to explain the issue in detail, no representative has taken ownership of the problem or provided a definitive solution. Instead, I have been repeatedly shuffled between departments, each insisting that the issue falls under the jurisdiction of another group.”

This suggests significant communication problems within the support structure.

Additionally, according to user discussions on Reddit, there’s a perception that support quality has declined in recent years. One user stated that “The responses are quick, but almost always unhelpful. It seems they had a sharp drop in quality within the last couple years because they weren’t always this terrible.”

Meanwhile, US Cloud’s support engineers have an average of 12.4 years of MSFT Experience. Book a call with one of our experts.

Tackling IT challenges head-on, even when Microsoft support falls short.

3. Communication barriers

Many users report difficulties in effectively communicating with Microsoft support agents, often due to language barriers and cultural differences. This issue is highlighted in a Microsoft community forum thread where a user expressed frustration with understanding support staff, stating,

RE: Microsoft Support
“Can anyone please tell me how I can get help from Microsoft where technical support speaks only CLEAR English?”

The user further suggested that Microsoft could provide options for customers to choose support agents based on their accent preferences, indicating a widespread concern about clear communication in technical support interactions.

These communication challenges have been seen many times before within the industry.  A New York Times article from 2016 discusses how tech support in general can be purposefully frustrating, often due to cost-cutting measures such as outsourcing. While outsourcing can reduce operational costs, it can also lead to situations where support agents, although speaking English, may not have the necessary language proficiency to effectively assist with complex technical issues.

This communication gap can result in misunderstandings, longer resolution times, and increased frustration for users seeking help with advanced technical problems. It underscores the importance of clear, effective communication in technical support, especially when dealing with complex software systems like Microsoft 365.

US Cloud’s support engineers are all based out of the United States.

At US Cloud, we listen to your needs and provide the Microsoft support you deserve | Photo by Jon Tyson on Unsplash

Microsoft, like many large technology companies, has increasingly relied on third-party vendors to handle customer support. This approach has several implications:

• Cost-Cutting Measures: Outsourcing support is often a cost-cutting measure. According to Forrester Research, companies that outsource their IT support save an average of 15-25% on operational costs. However, this can come at the expense of quality and expertise.
• Limited Access to Resources: Outsourced support staff may have limited access to Microsoft’s internal resources and knowledge bases. A study by IDC found that 63% of outsourced support agents reported difficulties accessing necessary resources to resolve customer issues.
• High Turnover Rates: According to a report from HDI, the average turnover rate for outsourced IT support roles is 40% higher in comparison to in-house positions. According to this data, outsourced agents will hold their positions for about a year.
• Training Challenges: Providing comprehensive training on complex M365 products and services can be challenging in an outsourced environment. A survey by CompTIA revealed that 72% of IT managers believe that outsourced support staff receive inadequate training compared to in-house teams.

While the current state of M365 support is concerning, there are several strategies your business can employ to mitigate these challenges:

• Invest in Internal Expertise: Develop in-house expertise on M365 products and services through specialized training, certifications, and internal knowledge bases.
• Leverage Partner Networks: Work with Microsoft Certified Partners for enhanced support options.
• Implement Self-Service Options: Create comprehensive internal documentation, troubleshooting guides, and AI-powered chatbots for basic support queries.
• Prioritize Proactive Maintenance: Conduct regular system health checks, implement automated update processes, and perform periodic security audits.
• Engage with Microsoft Directly: For persistent or severe issues, escalate concerns directly to Microsoft through formal complaints, feedback forums, or industry events.

As businesses continue to voice their concerns about M365 support quality, Microsoft is investing heavily in AI technologies that could potentially transform customer service and support. While not specifically addressing M365 support, these AI initiatives may pave the way for improved support experiences in the future.

Microsoft is developing AI-powered tools like Microsoft 365 Copilot, which aims to enhance productivity across various Microsoft applications. As Satya Nadella, Chairman and CEO of Microsoft, stated, “Today marks the next major step in the evolution of how we interact with computing, which will fundamentally change the way we work and unlock a new wave of productivity growth.”

While Copilot is primarily focused on enhancing user productivity, similar AI technologies could potentially be applied to support scenarios, offering more efficient and accurate responses to user queries.

Many businesses face significant challenges with Microsoft’s support services, including:

• Lengthy response times
• Inconsistent service quality
• Communication barriers

These issues can lead to substantial productivity losses and increased costs for your organization. At US Cloud, we offer a compelling alternative for enterprises seeking more responsive and cost-effective support for their Microsoft environments.

Why Choose US Cloud?

• Faster Response Times: We guarantee a 15-minute response time for all 24/7 reactive support, significantly reducing downtime and improving productivity.
• Cost Efficiency: Our “pay-as-you-go” model allows you to pay only for the support you use, helping you save 30-50% compared to Microsoft’s bundled support plans.
• Dedicated Support: We assign dedicated Technical Account Managers (TAMs) to each of our clients, ensuring a deeper understanding of your specific IT environment and needs.
• Flexibility and Scalability: Our support plans can be easily adjusted as your business needs change, allowing for more efficient resource allocation.
• Transparent Pricing: Our clear pricing structures help your business better manage IT budgets and avoid unexpected costs.

Make the Switch Today

If your business is experiencing frustration with Microsoft support or looking to optimize IT support costs, US Cloud presents a viable alternative worth considering. As you evaluate your Microsoft support options, we invite you to reach out to US Cloud for a consultation today.

Don’t let subpar support hold your business back. Choose US Cloud for superior, cost-effective Microsoft environment support.