Microsoft
Empower small and medium-sized businesses to earn more from their website
Role
Product Manager
Industry
Advertising
Duration
Sept 2022 - July 2024
Background
As a Product Manager for Microsoft Monetize Now, I focused on advancing the platform's self-service capabilities to better serve small and medium publishers in the native and search ad space. Although still in its pilot phase, the product is designed to empower publishers by enabling them to independently manage ad inventory, optimize monetization, and access actionable insights through robust reporting tools. The project highlighted here features the in-product contact support webform, a streamlined solution for improving user support and engagement.
Challenges
The initial challenge with the old "Contact Support" system was its reliance on a "mailto:" link that opened the user's device mail app, requiring them to manually draft and send inquiries to a distribution list. This approach was inefficient and lacked a streamlined user experience, prompting the shift to an in-product webform where users could directly submit their inquiries within the platform for faster, more organized support responses.
What I Accomplished
Designed and implemented a new in-product contact support webform, replacing the outdated email-based submission process to streamline user inquiries and enhance the customer support experience.
Empowered users to submit issues directly within the platform, improving resolution times and ensuring more efficient ticket management through automated workflows.
Background
As a Product Manager for Microsoft Monetize Now, I focused on advancing the platform's self-service capabilities to better serve small and medium publishers in the native and search ad space. Although still in its pilot phase, the product is designed to empower publishers by enabling them to independently manage ad inventory, optimize monetization, and access actionable insights through robust reporting tools. The project highlighted here features the in-product contact support webform, a streamlined solution for improving user support and engagement.
Challenges
The initial challenge with the old "Contact Support" system was its reliance on a "mailto:" link that opened the user's device mail app, requiring them to manually draft and send inquiries to a distribution list. This approach was inefficient and lacked a streamlined user experience, prompting the shift to an in-product webform where users could directly submit their inquiries within the platform for faster, more organized support responses.
What I Accomplished
Designed and implemented a new in-product contact support webform, replacing the outdated email-based submission process to streamline user inquiries and enhance the customer support experience.
Empowered users to submit issues directly within the platform, improving resolution times and ensuring more efficient ticket management through automated workflows.
🔎 Research
The decision to transition from the email-based distribution list to an in-product contact support web form was informed by insights provided by the Customer Support Team. The metrics are shared from the existing process.
🔎 Research
The decision to transition from the email-based distribution list to an in-product contact support web form was informed by insights provided by the Customer Support Team. The metrics are shared from the existing process.
High volume of support emails
High volume of support emails
Ticket routing
Ticket routing
User dissatisfaction feedback
User dissatisfaction feedback
Delayed resolution time
Delayed resolution time
Competitive Analysis
I analyzed Google AdSense’s Contact Support process for publishers to understand industry best practices and identify opportunities for improvement in our own support system
Competitive Analysis
I analyzed Google AdSense’s Contact Support process for publishers to understand industry best practices and identify opportunities for improvement in our own support system
❓ Problem Statement
How might we create a contact support experience that is seamless, efficient, and user-friendly for SMB publishers, reducing friction and improving response times?
❓ Problem Statement
How might we create a contact support experience that is seamless, efficient, and user-friendly for SMB publishers, reducing friction and improving response times?
📝 Define
I collaborated with stakeholders like engineering, design, and customer support to define the product requirements document (PRD) for an in-page contact support webform. The key objectives were:
Enhancing usability: Providing a seamless experience where users could submit inquiries directly within the product interface
Reducing response time: Streamlining support requests by integrating them into the internal customer support workflow
Improving engagement: Making it easier for users to access and complete the support form without navigating away
I outlined the feature specifications, including required form fields, categorization of support issues, and backend integration with the support ticketing system.
📝 Define
I collaborated with stakeholders like engineering, design, and customer support to define the product requirements document (PRD) for an in-page contact support webform. The key objectives were:
Enhancing usability: Providing a seamless experience where users could submit inquiries directly within the product interface
Reducing response time: Streamlining support requests by integrating them into the internal customer support workflow
Improving engagement: Making it easier for users to access and complete the support form without navigating away
I outlined the feature specifications, including required form fields, categorization of support issues, and backend integration with the support ticketing system.
📊Success Metrics
While this webform is not a final solution, it serves as a strong foundation for continuous improvement with each new feature and product iteration. Although Microsoft Monetize Now has been put on pause due to business needs, this initiative was a significant step forward in establishing key metrics such as form adoption rate, customer satisfaction score, and ticket routing accuracy, paving the way for future optimizations.
📊Success Metrics
While this webform is not a final solution, it serves as a strong foundation for continuous improvement with each new feature and product iteration. Although Microsoft Monetize Now has been put on pause due to business needs, this initiative was a significant step forward in establishing key metrics such as form adoption rate, customer satisfaction score, and ticket routing accuracy, paving the way for future optimizations.
🎨 Design
Working closely with the Design team, I contributed to wireframing and prototyping the MVP version of the in-product Contact Support webform in Figma. I designed a clear and user-friendly layout with auto-filled email and descriptive placeholders to guide users. To ensure high-quality submissions, I implemented error prevention measures such as a disabled submit button until all required fields were completed and a character counter to encourage concise responses
🎨 Design
Working closely with the Design team, I contributed to wireframing and prototyping the MVP version of the in-product Contact Support webform in Figma. I designed a clear and user-friendly layout with auto-filled email and descriptive placeholders to guide users. To ensure high-quality submissions, I implemented error prevention measures such as a disabled submit button until all required fields were completed and a character counter to encourage concise responses
🧪 Test
To validate the functionality of the MVP webform, I organized a bug bash with the engineering team and the dependent customer support engineering team. The focus was to ensure that user inquiries were correctly routed within the Microsoft Monetize Now ticketing system. Through this testing session, we identified and resolved any misrouted requests, ensuring that support tickets were properly categorized and sent to the appropriate customer support bucket.
🧪 Test
To validate the functionality of the MVP webform, I organized a bug bash with the engineering team and the dependent customer support engineering team. The focus was to ensure that user inquiries were correctly routed within the Microsoft Monetize Now ticketing system. Through this testing session, we identified and resolved any misrouted requests, ensuring that support tickets were properly categorized and sent to the appropriate customer support bucket.
🚀 Launch
The in-page contact support webform replaced the legacy system, achieving a 4.33 CSAT score post-launch. Results included:
A 25% increase in support form submissions, indicating improved accessibility.
A 15% reduction in user-reported issues, demonstrating better issue resolution efficiency.
Positive feedback from customer support teams on improved request tracking and prioritization.
Following the successful launch, I developed feature release decks and demo videos to train internal teams, ensuring a smooth transition to the new system.
🚀 Launch
The in-page contact support webform replaced the legacy system, achieving a 4.33 CSAT score post-launch. Results included:
A 25% increase in support form submissions, indicating improved accessibility.
A 15% reduction in user-reported issues, demonstrating better issue resolution efficiency.
Positive feedback from customer support teams on improved request tracking and prioritization.
Following the successful launch, I developed feature release decks and demo videos to train internal teams, ensuring a smooth transition to the new system.
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