Outstanding Customer Interactions
Deliver exceptional customer experiences with Dynamics 365 Customer Service:
Empower. Support. Satisfy.
Dynamics 365 Customer Service is a customer relationship management (CRM) software application. It is part of the larger Microsoft Dynamics 365 suite of business applications and is designed to help organisations manage and improve their customer service and support operations.
A positive customer experience not only results in making your customer happy, but can also lead to additional revenue. The best marketing money can buy is a customer who will promote your business, because they will refer their friends and associates to you, free of charge.
Key Features of Dynamics 365 Customer Service
Dynamics 365 Customer Service is suitable for a wide range of industries and businesses of varying sizes, from small businesses to large enterprises. It aims to help organizations deliver exceptional customer service experiences, build stronger customer relationships, and drive customer satisfaction and loyalty.
Case Management
It allows businesses to track and manage customer inquiries, complaints, and support requests through a centralised system. Support agents can create cases, assign them to specific agents, and track their progress until they are resolved.
Knowledge Base
Dynamics 365 Customer Service provides a knowledge base where organisations can store and manage articles, FAQs, and other resources that help support agents provide consistent and accurate information to customers.
Service Automation
The platform offers automation tools that help streamline repetitive tasks, such as routing incoming requests to the right agents, setting up automated responses, and managing service level agreements (SLAs).
Reporting and Analytics
Dynamics 365 Customer Service includes reporting and analytics features to track performance metrics, customer satisfaction, and agent productivity. These insights can help organisations make data-driven decisions and improve their customer service operations.
AI and Chatbots
The platform incorporates artificial intelligence (AI) capabilities, including chatbots, which can handle routine customer inquiries and provide quick responses, freeing up human agents to focus on more complex issues.
Create Loyal Customers
The Advantage of a Positive Customer Experience
Innovative companies are trying to build long-term relationships with their customers. Customers are willing to pay more for the same products and services if they feel companies are providing extra value through interactions. Companies that provide this extra value are rewarded with long-term loyalty.
Thinking about customer experience will have a profound impact on how you look at your business as a whole. Creating a great customer experience is vital. If the customer experience you’ve created is not ideal, we can help.
Best Practices for Great Customer Experience
The largest hurdle to customer experience is not knowing customers well enough to deliver relevant offers and personalised experiences. Gaining a complete, individual view of customers is key, which means that your customer data cannot be in silos or other systems.
Create Memorable Experiences
Help customers interact with you in new ways. Experiential marketing involves feelings, senses, thoughts, actions and relations. Experiences that are holistic include people’s lives and conversations, and get them talking about you and your products in a positive way.
Ongoing Improvement
Be disciplined with customer experience improvement. Improve small things but keep an eye out for big improvements; customer expectations are constantly rising. Businesses need to keep innovating and improving their service, or risk being left behind.
All Stakeholders on Board
Get all stakeholders involved and on board with customer experience improvement. Internal changes need to be made, and all internal stakeholders aligned around delivering a positive customer experience.
Align Business and Brand Strategy
Align business and brand strategy with customer experience. Relate brand promise to what employees do and what customers experience day-to-day. Brands need to tell a coherent and authentic story, and customer experience needs to adhere to that brand story consistently across all touchpoints.
Get Immediate Feedback
The best way to capture customer feedback is right after you deliver it. Consider post-interaction surveys that can be delivered in real-time through CRM via emails or phone calls.
Encourage Engagement
The quickest path to a better customer experience is engagement. Customer interactions need to be created that produce engagement. Ask questions to start conversations, take quick polls, ask for feedback, and comment on blogs, chats, and forums.
Explore Customer Service
Prioritizing a better customer experience isn’t just about making customers happy in the short term; it’s about building a foundation for sustained growth, customer loyalty, and a positive brand image. Happy customers are more likely to become your best promoters and contribute to the long-term success of your business.
A Better Customer Experience Means Better Business Outcomes
- Customer Loyalty: When customers have a positive experience with your business, they are more likely to remain loyal. Loyal customers are not only more likely to make repeat purchases but also spend more over time.
- Word-of-Mouth Marketing: Satisfied customers become brand advocates. They are more likely to recommend your products or services to others, leading to organic word-of-mouth marketing that can significantly expand your customer base.
- Higher Customer Lifetime Value: A better customer experience increases the lifetime value of each customer. Happy customers tend to stay with your business for longer, resulting in more revenue over their customer journey.
- Reduced Churn: Good customer service and experiences can reduce customer churn rates. When customers feel valued and well-served, they are less likely to switch to competitors.
- Positive Online Reviews and Ratings: Satisfied customers are more inclined to leave positive reviews and ratings on platforms like Google, Yelp, or social media. Positive online reviews can boost your online reputation and attract more customers.
- Differentiation in a Competitive Market: In competitive markets, a superior customer experience can be a key differentiator. It sets your business apart from competitors and can be a deciding factor for customers choosing your products or services.
- Cost Savings: Providing excellent customer experiences can lead to cost savings in the long run. Happy customers typically require less support, have fewer complaints, and are less likely to initiate costly returns or chargebacks.
- Feedback for Improvement: Customer feedback, whether positive or negative, is valuable. It provides insights into what’s working and what needs improvement in your business operations, helping you refine your products or services.
- Employee Morale and Productivity: A focus on delivering better customer experiences can boost employee morale and motivation. Happy employees are more likely to provide better service, which in turn benefits customers.
- Brand Reputation: A strong commitment to customer satisfaction enhances your brand’s reputation, making it more attractive to potential customers and partners.