Thursday, November 14, 2013

Top 15 Call Drivers for Billing

Sorry for the lack of blog posts about Technical Support issues. Our technical account was (unfortunately) transferred to another BPO. Good thing we were given another account although it’s Customer Service/Billing.

CustomerService-shutterstock

This is my first Customer Service account and so far, here are the issues that we normally handle:

1. Customer is asking “Why is my bill so high?” This requires a detailed explanation of the bill. On most case, the customers don’t have a copy of the bill with them. They just heard about their outstanding balance from the Interactive Voice Response (IVR).

2. Customer wants to make a payment arrangement. We put documentation on the account on when customer will make the payment.

3. Customer wants to lower down his monthly bill. We rebundle the services or we look for another promotion since the current one has roll-off)

4. Customer wants to enroll to auto-pay. We get the Credit Card details and we save it on the customer’s account

5. Customer needs to reprint his bills (via snail mail). We process a Ticket for this.

6. Customer needs to downgrade their package (usually by removing the phone service, TV or Internet). We transfer the customer to Retention/Loyalty Department.

7. Customer needs to upgrade to Triple Play (usually, we add phone service). We rebundle the package (or customers services).

8. Customer is asking “When is my Due Date?” or “How much should I pay now?”. This is easy. It’s usually 20 days from the Print Date (of the Bill). However, this question could also lead to Top Call Driver #1.

9. Customer is saying that his phone (or TV, Internet) is not working. This is a misrouted call. We transfer customer to Technical Support.

10. Customer wants to apply for a phone service. This is a misrouted call. We transfer customer to Sales.

11. Customer wants to cancel all of his services. Misrouted call. We transfer customer to Retention (Loyalty).

12. Customer is disputing the Late Fee / Tech Install Fee. We usually provide the Credit.

13. Customer’s checking account was charged with the Comcast bill but it’s not showing on the Ledger (Account). We file a ticket for this for payment review.

14. Customer is complaining about “hidden charges” that were not disclosed by the Sales Representative i.e. if the monthly bill includes taxes and equipment. This one is a hard one but I normally repackage the service.

15. Customer has more than 1 account and they made a payment to the inactive account. Customer needs to apply the payment to the active account. We usually file a Ticket for this.

Our current account is one of the largest TV, Internet and Phone company in the US. This account is the best place to deliver Customer Service skills and Sales expertise. Most of the time, customer is irate because they’re not expecting an increase in their monthly bill.

Unlike here in the Philippines wherein a package like Internet for example, includes the Taxes in the quotation of the Sales Agent, in the US it’s a different story. They usually quote the base price and adds “Plus Taxes”.

Another major difference is that in the US, they usually have promotions that last 3, 6 or 12 months. So their first year bill may be different from their 2nd or 3rd year bill. Here in the Philippines, the package that you applied 3-4 years ago would stay the same unless you terminate the service (or the ISP terminates the service).

These are some of the things that makes me happy as a customer of local ISP. My package/plan never increased in the past 3 years and I rarely call to dispute a bill.

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Sunday, November 10, 2013

“Fibr: Home’s Most Powerful Broadband”

I saw the latest Fibr commercial and I thought of creating a character that is inspired by what Fibr can do.

I will create a character named Fibr Packet that will have all these powers.

If you were to create a character inspired by Fibr, what special skills would he have?

If I were to create a character inspired by Fibr, I would create a character that could be a packet – the smallest data in the Internet world. In tech support for DSL connections, we learned that data are breakdown into packets and travels the World Wide Web through routers, modems and Wi-Fi signal. I would name my superhero character Fibr Packet and he’ll have the following abilities:

· Reduce his size into that of a packet – and will have the ability to travel anywhere on the world that is connected to the Internet. He can be at my room, reduce his size, travel through my broadband signal, and be in Europe for example.

· His power to travel is not limited to computers that are connected to the Internet but to any gadget that is connected to a router – whether it’s a smartphone or a tablet – through wireless connection (Wi-Fi).

· Be able to control any gadget that has a chip or SIM – from smartphones, to laptop, to TVs, alarm system, CCTV. That’s almost all the gadgets we have today.

To make it easier for you to imagine how my character Fibr Packet would look like – think of The Atom and Cyborg combined. Having these two abilities – be able to reduce size to that of a packet and be able to control any device that has a chip – would be pretty awesome in any situation.

Since my character can reduce his size to that of a packet, he’ll also have access to all the information on the Web. He’ll have access to Fibr, Home’s most powerful broadband, allows you to seamlessly and simultaneously experience the following:

1. Browsing of multiple websites

2. Stream hundreds blockbuster movies on-demand from Clickplay

3. Watch Cignal Digital TV Channels

4. Available now in over 800 fiber-powered villages nationwide

5. Visit www.pldthome.com or call 101-FIBR (3427) for more details.

fibr logo 2013

Friday, June 28, 2013

Firefox Released New Logo

Firefox, the best browse in the world, recently released their new logo, on their blog. Well, it’s pretty much the same logo but with enhancement on the details.

Check out the following information regarding the new Firefox logo.

the new firefox log

See the difference?

Wednesday, June 26, 2013

Windows 8.1 Preview Now Available

You may now download the Windows 8.1 Preview from the Windows Store:
 
http://windows.microsoft.com/en-us/windows-8/preview?ocid=blprev_pr_wom
Watch also the latest video for the Windows 8.1 Preview:
 
Yes! The Start Button has made a comeback! :)

Every Tech Support's Wish

One of the wishes of a tech support agent like me is for customers to have a certificate saying they are capable of surfing the Internet. A certificate that can be obtained by passing a series of online tests and navigations.
 
I wish that there is an organization that certifies customers and issues an Internet Diploma (with a serial number) before customers can call tech support. It would serve as a prerequisite prior to contacting tech support, the same was a driving license is obtain first before driving a vehicle.
 
It probably would make the life of tech support agents better and easier. You have no idea how often do we encounter customers who doesn't know how to jump from website to another or how to go outside of Google. A lot of customers don't know the difference between a search bar and the URL (address) bar.
 
Well, it's just a wish anyway. In a Perfect World, it would be ideal if customers know what to do when the tech support agent tell them to "please go to logmein123.com". It would definitely lessen the Average Handling Time if the technical support agent would no longer educate customer on what the address bar is, on how to delete what's there, and type in the website and pressing Enter. Anyway, it's just a wish.
 
We're still here for customers, regardless whether they have an Internet Diploma or now. We're here to help customers, from novices to experts. You can always count on us to be patient and understanding. That's what technical support agents do.
 
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Monday, June 17, 2013

The Price of Technical Support

How much does technical support cost in the US? Here are some of the most popular technical support companies in the US that provides paid support for computer issues (software).

I visited the Microsoft Answer Desk website and I can’t find an annual fee for technical support (unlimited). Can someone point it out for me?

The cheapest technical support I found on the Internet is that of Virgin Digital Help (US) at $165 a year.

 

Microsoft Answer Desk: $99 per incident

MS Answer Desk

 

24/7 Techies: $199.95 a year

24-7 techies

 

Geek Squad: $199.99 a year

geek squad

 

iYogi: $179.99 a year

iYogi

 

Support.com: $199.99 a year

supportdotcom

 

Virgin Digital Help: $165 a year

virgin digital help

Windows’ Top Call Drivers

microsoft logo

Top Call Drivers are the usual calls we receive on a daily basis. Here are the Top Call Drivers for the Windows Department:

  • Windows 7 computer doesn't wake up from sleep mode
  • Copy of Windows is not genuine (can't activate windows)
  • Can't connect to the Internet. IE giving runtime error or simply doesn’t open
  • Virus and malware infection. Computer already have a virus
  • Social Engineering (someone calling pretending to be from Microsoft)
  • Windows Phone (no phone support). Refer to the website: https://gethelp.live.com 
  • Slow computer
  • Misroute (to MS Office team, Xbox, etc.)
  • Firewall is off
  • Hotmail, password retrieval (no phone support for Hotmail)
  • Install Windows Live Mail and setup ISP email address
  • Silverlight (can’t play videos on Netflix)
  • Windows Updates not installing
  • Can't sign in to computer because of a password issue (Microsoft account or local account)
  • Transfer to T2 (already have an existing case)
  • Customer needs installer CDs for XP, Vista, Windows 7
  • Reinstall the OS (unable to boot)
  • Can't install a program like iTunes
  • Customer doing a dual-boot on a MAC computer using Boot Camp (to install Windows)
  • Uninstall/reinstall AV (Norton usually)

The Hassles of the Microsoft Account

Microsoft did an excellent job at confusing customers when they launched the Microsoft Account with Windows 8. Customers are calling because they can't login to their computers because of a password issue, which was brought about by their confusion with the Microsoft Account.

Windows Live ID

The Windows Live ID is the old name of Microsoft Account.

In earlier versions of Windows like XP and 7, when a customer logs in to their computer, they type in their password. That's the computer password. In Windows 8, when you first turn on your computer, it will ask you to set it up and enter an email address. It will not ask for a password yet. It will let you click on Finish.

When you sign-in to that new Microsoft account, it will ask you to enter that email's password. It will not proceed if the (email) password is incorrect. If for some reason, there is no Internet connection, it will give the message:

Your PC is offline. Please sign in with the last password used on this PC.

Click on OK again and it will let you login to the computer, with the same password, even if you're not connected to the Internet.

add your microsoft account

Once the Internet connection is restored and customer changed the password of the Microsoft Account (say Password2) on the website, if he restarted the computer and login to the computer with Password2, he won't be able to login to the computer since it is still using Password1 (original password of the Microsoft email). I guess this is where the issue happens. Customer knows that they already changed the password on the Microsoft email but the computer is still using the original password when they set Windows 8 on the computer.

I guess this is the reason why customers are having issues logging in to the computer. Microsoft should have stated clearly that on the Set Up process or should have defaulted the Set Up to create a Local Account first and gives the option to switch to a Microsoft Account, not the other way around. I hope this is something that will be change in Windows 8.1 to avoid confusion with a Local Account (computer) and a Microsoft Account.

If an AOL email (or Yahoo) was used as the computer sign-in account, it will give the option to Set up a Microsoft Account. It will ask for:

  • New password (for the Microsoft Account, not AOL or Yahoo password)
  • Reenter password
  • First name
  • Last name
  • Country/region
  • ZIP code
  • On the next page, it will ask for more information like:
  • Birth date
  • Phone number
  • Alternate email
  • Secret question
  • Answer

You need to provide at least two types of security information to proceed – either Phone number and Alternate email or Secret Q&A with Alternate email.

On the Finish up page, you have the option to:

Enhance my online experience by letting Microsoft Advertising use my account information (unchecked by default)

Send me promotional offers from Microsoft (checked by default)

It will also ask for a CAPTCHA word before you could click on Finish.

I guess this is also where the confusion kicks in. If customer is always logged in to his AOL or Yahoo email and he doesn't type in his password often, then he might be typing a totally different password upon the creation of the Microsoft Account. Since this is a new Microsoft Account, it will accept the password even if it's not the actual password of his AOL or Yahoo email.

Once you're signed in to the computer with the new Microsoft Account, and you login to Outlook.com website using your AOL or Yahoo email, it will give you a message:

Call us overprotective, but we need to verify that xxx@aol.com (or @yahoo.com) is yours.

It will ask you to open your @aol or @yahoo email to verify the email for your Microsoft Account. After you verify the email, that is when you can begin using that email as a Microsoft Account on Outlook.com and be able to send emails from there. It will also let you use your Microsoft Account to sign in to the Microsoft Store and download free apps.

Most probably, this is also the reason why sometimes customers are having issues logging in to the computer because of a password issue. They are not aware that the computer can have a different password than that of the email address that they're using, regardless whether it's Outlook.com, AOL or Yahoo.

I hope my customers can read this blog post.

Saturday, June 8, 2013

More Windows 8.1 Pictures

Now that the release date of Windows 8.1 draws near, we are already seeing some pictures (screenshots) of Windows 8.1 and its new features. Here are some of those pictures:

Win 8.1 Maps

Do you noticed the newly added Start Menu? It’s the Windows 8 logo.

Win 8.1 SkyDrive

SkyDrive’s new look in Windows 8.1

Win 8.1 Start Menu

Some tiles are now even larger than the others.

Bloggers.com is Shutting Down

bloggersdotcom shutting down

Blog directory website www.bloggers.com is shutting down on June 25, 2013. It’s a sad news for bloggers like me since this is one of those free directory sites wherein we could post our blog link.

I do hope that the next company who’ll acquire that URL will continue what the website is known for. Here’s the official statement about the site’s closure.

bloggersdotcom shutting down 2

Email Clients for US Internet Service Providers

Windows Live Mail

In the US, email clients are very important to customers. That's the reason why setting up an email client is one of the top call drivers here at Microsoft Answer Desk (Windows). Most of the time, their Internet Service Providers (ISP) provides an email address that ends with @ispname. In most cases also, customers are not using the web-based email service that comes with their ISP. Thus, the need to setup an email client is important.

The leading email client these days is Microsoft Outlook. It's part of the Microsoft Office Suite and is software that customers have to buy. The last time I checked the Office website, MS Office Home and Student 2013 sells for $279.99 while its web-based equivalent, Office 365, has a tag price of $79.99 a year (subscription base).

MS Office Outlook

That's the reason why some customers look for an alternative to MS Outlook because it's pricey for some. Microsoft is a generous company and it provided a free version (but less features) of MS Outlook and named it Windows Live Mail. It's part of the Windows Live Essentials Suite which also includes Messenger, Movie Maker, Writer, Family Safety and Photo Gallery.

Setting up an email address with Windows Live Writer is pretty much automatic especially if you're using AOL, Gmail, Outlook, MSN, Hotmail and Live emails. If you're using Yahoo or GMX, then you have to configure the port and server addresses manually. For most US ISP, customers need to setup their @ispname email addresses manually. They have to contact their ISP first and get the POP and SMTP port numbers being used as well as the Incoming and Outgoing Server names.

An alternative to MS Outlook and Windows Live Mail is released by the Mozilla Foundation. They are the same company that released the Mozilla Firefox. Their email client is called Mozilla Thunderbird and it can setup almost all emails automatically, including Yahoo and GMX. It's also simpler than the Windows Live Mail when it comes to the design and look of the email client (minimalist). This is my personal choice when it comes to email client. Not to mention that it automatically checks the ISP Database for the POP and SMTP settings.

Thunderbird Logo

I would highly suggest that they avail of the Gmail service so that it stays the same even if they change their ISP. Anyway, here are some of the usual ISP settings that customers need to know in setting up their email addresses:

@verizon.com

http://www22.verizon.com/support/residential/internet/highspeed/email/setup+and+use/questionsone/124306.htm

@comcast.com

http://forums.comcast.com/t5/E-Mail-and-Xfinity-Connect-Help/E-Mail-Client-Settings-customer-generated/td-p/778889

@q.com (now @centurylink.com)

http://qwest.centurylink.com/internethelp/email-setup-in-windows-live-1.html

@earthlink.net

http://support.earthlink.net/articles/email/windows-live-mail-2011-setup.php

@charter.com

http://www.myaccount.charter.com/customers/Support.aspx?SupportArticleID=2656

@juno.com

http://help.juno.com/support/email/wlm.html

@cox.com

http://ww2.cox.com/residential/sandiego/support/internet/article.cox?articleId=38611eb0-bc75-11e1-eb46-000000000000

Saturday, June 1, 2013

Adobe Photoshop Express

adobe photoshop express

I am really loving Windows 8. It has tons of free apps that is available for download. One of those numerous apps is Adobe Photoshop Express. It’s a free (and simpler) version of the popular graphic software. It was available for smartphones before it became available for PC as well.

There are more features that is available for the Adobe Photoshop Express but you have to purchase these additional features. Some of the features of Adobe Photoshop Express are:

Auto-Fix

Looks

Corrections

Reduce Noise

Adobe’s Cloud Technology: Revel

I just recently discovered that Adobe, the company famous for Photoshop, also has it’s own cloud technology server – and it’s free. It’s called Revel – and it offers a storage space of up to 50 photos a month. Now you have an alternate to Dropbox or Photobucket.

Revel is the cloud technology from Adobe. It’s very similar to Dropbox, SkyDrive or Google Drive. 

It’s very easy to create and upload pictures on Adobe Revel.

Like all the cloud technology today, Adobe Revel also has it’s premium service.

Unlike the other cloud technology websites, Adobe Revel gives 50 Photos/Month for it’s free account.

Virus On BitTorrent

BitTorrent Adware

This is one of the reasons why I don’t like the BitTorrent Client – it contains virus. I installed BitTorrent and as soon as it’s installed, the Microsoft Security Essentials detected a virus / adware.

I installed uTorrent before but it didn’t give me such adware. That’s the reason why I choose uTorrent instead of BitTorrent.

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Friday, May 31, 2013

Facebook versus Blogs

google-vs-facebook by bloggingcagedotcom

Photo taken from www.bloggingcage.com

I have a lot of friends who are active on Facebook but they don't have a blog. I feel that they should really get a blog since they're always online and they always have something to say about every issue that's on TV and on the Web.

I'm not saying that they discontinue using Facebook and course their thoughts on a blog. I would suggest that they post their thoughts on Facebook (and Twitter as well) through a blog. The reasons being the following:

1. It's easier to search for topics (or backtrack) on a blog than Facebook. Facebook works best if you wanted to backtrack your post for the last few weeks. However, if you're going to backtrack what you posted 1 or 2 years ago, then good luck with that. Blogs will learn you organize your post according to topics (called Labels) and through dates (from oldest to latest). It also has an option to Search your blog. You can't do a search on Facebook, can you?

2. You can monetize your post through Blogs. If you post your thoughts on Facebook, you don't any money in return. Only Facebook benefits from your constant use of their website. If you monetize your thoughts and posts through blogs, you earn something in return -- either from Google AdSense or Nuffnang Philippines. You can also add advertisements on your blog especially if it's already receiving decent traffic.

3. You can reach more people on blogs than Facebook. Facebook is block most of the time at work. It's also blocked in other countries like China, North Korea, Cuba, Iran, etc. Blogs also have options for Subscription Through Email -- something that Dial Up readers can do. In this age of fiber optics, yes, there are still some areas in rural US, rural Philippines, some Asian countries and some African countries that doesn't have DSL connection.

4. A person who's not on Facebook can't view your Facebook status update. However, if he's connected to the Net, he could at least view your blog. Also, the contents of your blog (especially if it's hosted by Blogger) will automatically be indexed by Google Search. This means that it will reach even more people across the Globe.

5. You can customize your blog unlike your Facebook page. You can include a lot of Widgets on your blog like Facebook Fan Page widget, Twitter widget, Page Views counter, Disqus commenting system, among others. You can change the background color, font and lay-out of your blog to your heart's delight. Blogs bring out the lay-out artist in a person. So if you're one of those Facebook users that complain whenever the lay-out of FB is change, then create your own blog.

6. Amazing stories posted on Facebook looks better on blogs. Every day, we see amazing stories on Facebook but we have to click on Read more to see the entire story. Plus, we only see 1 picture for that story. That's the reason why that inspiring story would look better on a blog. More readable font, more pictures and is searchable on the Net.

Of course, Facebook have advantages over blogs as well but I’ll probably list it down some day. For now, I would highly suggest to start blogging, especially if you’re always online.

Tuesday, May 28, 2013

The Windows 7 Control Panel Category View

One of the most common things that we do with a customer is asking them to go to Control Panel particularly on Device Manager to check the status of the Network Adapters. No Internet connection is one of our common Call Drivers.

Sometimes, getting to Device Manager is a hassle specially to customers who are not familiar to changing from Category View to Large Icons. Don’t even try asking them to type the shortcut through Search programs and files (in Windows 7) since it will take longer. The best way is to steer them through the usual clicks.

Since the Control Panel is displayed (by default) to Category View (and I’m not used to it), I have made some screenshots of the icons in this view. These are the Category View of the different icons in Control Panel (Windows 7 Home Premium).

control panel large icons

This is the best way to go to different items in Control Panel – the Large Icons view. If only it’s easy for customers to switch from Category View to Large Icons. We usually ask customer to go to Device Manager, Windows Firewall, Internet Options, User Accounts, System and Programs and Features.

control panel category

This is the Category View of the Control Panel (Windows 7). This is what customers usually see.

system and security

System and Security, Category View. From here you could go to Windows Firewall, System, Windows Update, and Power Options.

network and internet

Network and Internet, Category View. From here, you could go to Network and Sharing Center, HomeGroup and Internet Options.

hardware and sound

Hardware and Sound, Category View. From here, you could go to Sound, Power Options, and Display.

programs

Programs, Category View. From here, you could go to Programs and Features.

user accounts and family safety

User Accounts and Family Safety, Category View. You can go to User Accounts from here.

appearance and personalization

Appearance and Personalization, Category View. You can go to Display and Folder Options from here.

clock language and region

Clock, Language and Region, Category View. You could go to Date and Time from here.

ease of access

Ease of Access, Category View. I don’t usually go here.

Wednesday, May 22, 2013

Windows 8.1 Official Launch

The rumored Windows Blue will be launched very soon. However, it will be officially called Windows 8.1 instead of Windows Blue.

Windows 8.1

The Public Preview Edition will be release on June 26, 2013 on the Windows Store. However, this will have no support. Windows 8.1 is not merely a Service Pack (SP) – it is more than that. It aims to provide continuous updates for Windows customers to create a rich experience for the users.

Julie-Larson Green, the one in-charge of the Windows division at Microsoft, made this announcement on http://www.buildwindows.com and other information appeared on http://blogs.windows.com

Windows 8.1 will also be available for Windows RT – those that are running on ARM platform. It is also hinted that Windows 8.1 would probably bring back the Start Button and Boot to Desktop option due to several feedbacks that customers send to Microsoft. In fact, it is one of the most complained things on Windows 8. Hopefully, after the release of Windows 8.1 customers will finally make the upgrade from XP and Vista.

Sunday, May 19, 2013

10 Things I Like About Windows 8

I'm using Windows 8 since February 2013 and I love it. So far, it's the best Operating System from Microsoft. I already used Windows 95, Windows 98, Windows XP and Windows 7. There is a general impression that Windows 8 is complicated -- but the more you use it, the more you'll realize that it's not that different from Windows 7 (except faster).

The Windows 8 that I'm using by the way is at the office. I'm fortunate that I have a Windows 7 computer at home and a Windows 8 (and 7) computer at the office. We handle the support for Windows XP, Vista, Windows 7 and 8 by the way. However, I haven't tried connecting peripheral devices on Windows 8 yet like printers so I don't know how easy (or difficult) it is with Windows 8.

I haven't explored all the tiny details of Windows 8 yet but so far, here are the things that I like about Windows 8:

1. Yahoo! Mail integration with Mail App -- I love Yahoo! emails. It's my first email address that I have and I usually access it via the web. I'm delighted to know that it's already supported by the Mail App (default email program of Windows 8). I later found out though that it's the new emails from Yahoo! that ends @ymail.com that actually works with Mail App (and it's also working in Thunderbird).

2. Tons of free apps from the Microsoft Store -- I can definitely say that the amount of free apps available on the Microsoft Store rivals that of Google App Store and the Apple Store as well.

3. Fast boot up and shut down -- I have both Windows 7 and Windows 8 at the office and these PCs have the same specifications. I really can tell that Windows 8 boots up and shuts down faster than Windows 7. You also don't get the message that it's installing the updates (please wait).

4. New look (Metro) -- I love the new color combination of Windows 8 called the Metro look. The fonts are clearer, colors are more vivid and the icons (now called Tiles) are very colorful. It's Microsoft's way of competing with the Apple iPad and the Google Android tablets. It is also similar in design with SkyDrive, Office and Outlook.com.

5. Integration with Microsoft Account (sync settings) -- If you have two computers that runs both Windows 8, and then you could sync your settings on both computers. It's similar in concept with the sync option in Google Chrome, wherein your bookmarks will be loaded in any Chrome from any computer as long as you login to your Google Account. Emails from Microsoft (that ends with @hotmail, @live, @msn) are now called Microsoft Accounts and you could also these emails as your computer's login name.

6. Built-in PDF Reader -- No need to install Adobe PDF Reader to be able to read PDF files. Windows 8 already have it's default PDF Reader (simply called "Reader").

7. Built-in AV Program (Windows Defender) -- There is also no need to install the Microsoft Security Essentials (for Windows XP and 7) in Windows 8 because it was already integrated with Windows 8. It's called Windows Defender (similar to Vista) and it looks exactly like Microsoft Security Essentials (MSE).

8. Lock Screen Apps (Mail, Calendar, Messaging, up to 7 apps) -- The Lock Screen is similar in concept with the screensaver. If you're not doing anything on your Windows 8 computer, it will lock up. This time, the apps can be put on the Lock Screen so that you could still know how many emails (or instant messages) you have on your computer, or see the date and time. You could also add other Apps on the Lock Screen like Calendar and Weather.

9. People App (compile all contact info) -- The People App is the new name of the Windows Address Book. It will let you combine all your contacts from Outlook.com, Facebook, Twitter and LinkedIn. It's very convenient especially if you're looking for a person's email address.

 

10. Refresh your PC without affecting your files & Remove everything and reinstall Windows -- This is a new feature in Windows 8 that will let your reinstall Windows 8 even without using the installer CD. It's very similar to the recovery software that is common on most computer laptop brands. The recovery software is a one-key-access software (usually F4, F9 or F12) that will let you reset your computer to the default settings. The installer is in the hidden partition of your Hard Disk Drive so it's a CD-less installation. That feature is already a built-in option in Windows 8.

I haven't test-drive the Pictures App yet but I can see that it has great potential since it will let you access your SkyDrive Pictures Folder as well as your Facebook and Flicker accounts.

The only drawback that I have seen so far in Windows 8 is the absence of the Start Menu (Start Button) from the Desktop screen. A lot of customers are also complaining about this. This is the most recognizable button in the previous versions of Windows. Suddenly <poof> it became the Start Screen.