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Microsoft was one of Hogan's clients at McKinsey, and she was hired by Kevin Johnson in 2003. [3] [4] In 2005, she became the Corporate Vice President of Customer Service and Support and in 2009, the Corporate Vice President of Microsoft Worldwide Services, which includes customer service, enterprise support and consulting with 20,000+ employees.
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Get Help, known as Contact Support before the Windows 10 Creators Update, [2] is a built-in interface for communicating with Microsoft customer service employees over the Internet. The opening screen requests that the user specify a product and explain a problem with it.
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PSS also gives feedback to Microsoft development groups for use in the development of future products or product features. The Windows 2000 recovery console , for instance, was developed in large part to address difficulty that PSS agents had when attempting to assist customers with non-functional Windows NT installations.
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