Help customers help themselves.
Connected purchase and ownership: online device diagnostics reduced avoidable support demand, while attached installation services completed the customer job.
- 10–20%Contact deflection
- ~15%Services attach lift
- Resolvefirst-contact intent
02 / Operating system
Digital self-service resolution loop
- 01Diagnose
Identify the customer problem precisely.
- 02Guide
Offer contextual steps and service options.
- 03Resolve
Confirm that the customer outcome landed.
- 04Learn
Feed recurring issues back into product.
03 / Problem
The constraint behind the outcome.
Customers needed help after purchase, but generic support paths created avoidable contacts and missed service opportunities.
04 / Decisions
The product choices that shaped the system.
- 01
Start with diagnosis rather than channel selection.
- 02
Connect self-service guidance to relevant service options.
- 03
Feed unresolved patterns back into the product roadmap.
05 / Tradeoffs
The boundaries that made it operable.
- Deflection is useful only when resolution quality holds.
- Service attachment must remain contextual rather than interruptive.
06 / Evidence
What the evidence can—and cannot—support.
Results are owner-supplied portfolio outcomes; the diagnostic product itself is resume-supported.
- Owner-reported outcomeContact deflection
A digital self-diagnostic experience deflected approximately 10–20% of support contacts.
- Neel Jaiswal
- Owner-reported outcomeServices attach lift
Online installation services increased service attach by approximately 15%.
- Neel Jaiswal
- Documented experiencePublished evidence
At Best Buy, Neel launched a digital device self-diagnostic and troubleshooting experience.