Mike sitting in front of his desk at the Microsoft Disability Answer Desk. He's turned towards the camera, smiling. On his desk is his desktop computer and a tablet with be My Eyes open.
Community Story
May 22, 2019

The Agent Perspective


Mike has worked for the Microsoft Disability Answer Desk for 5 years and has had the opportunity to help thousands of customers. Mike truly enjoys the feedback he gets from customers and how they benefit from Microsoft’s outlet for free specialized support. With the addition of Be My Eyes to the traditional support avenues, they are able to support even more scenarios, Mike explains. Actually, Mike wasn’t familiar with Be My Eyes, when he first learned that he would be using it in his daily work. As soon as he learned a little bit more about it, he could clearly see just how beneficial this would be for both customers who are blind or have low-vision and the Disability Answer Desk agents.

We’ve all been there. Stuck in a situation where you realize you cannot find a solution to the problem you face, and that you need help. With the quick ease of support offered through Be My Eyes, fear of calling tech support may be a thing of the past. Be My Eyes offers such a practical solution to the ever-present problem of not being able to see the customer’s issue. Customers merely launch the Be My Eyes app and select Microsoft in the Specialized Help section to reach either Mike or one of his colleagues in no time.

Be My Eyes has become part of our daily routine and has been instrumental in call-efficiency by allowing me to quickly identify the customer’s issue, eliminating the need for multiple probing questions.

Mike has always loved the satisfaction of being able to solve someone’s problems, and he welcomes the new challenges each customer presents. In the past, it would always put a pit in his stomach when he was unable to help a customer simply because the issue required sighted assistance, and he would have to request the customer to call back with someone to help. Now, Be My Eyes has virtually eliminated the need to seek out additional help, resulting in an improved customer experience. Mike believes that this is only the beginning, and he’s excited to see the evolution of tech support through Be My Eyes.

Be My Eyes customers who are blind or have low vision located in USA, Canada, UK, Ireland, Australia, New Zealand, Singapore, Hong Kong, Malaysia, the Philippines, India, and South Africa, can call the Microsoft Disability Answer Desk through Be My Eyes Specialized Help 24 hours a day for assistance with their Microsoft products.