Microsoft Re-organizes customer service

In a move the company says aims to improve how it responds to users’ needs, Microsoft announced a recent restructuring of its Customer Service organization that merges it with the venerable Product Support Services unit.
Redmond Magazine writes The new combined unit will be named Customer Service and Support, or CSS.
“Overall, we’re recognizing that customers need and are asking for a relationship with Microsoft beyond the traditional function that technical support provides…They not only expect our products to work well, but also expect to easily connect with us to receive information and get their questions answered when they need help,” said Todd Parsons, general manager of Customer Service, in a statement.
This trend in customer demands reflects the ever more sophisticated and changing nature of the complex relationship between users and technology vendors.