If there was a single recipe for success in today’s business environment, great customer experience might just be it. Customer experience is made up of every interaction that a customer has with your organization, and how he or she perceives those interactions. Whether an individual is reading an email from your company, visiting your website, engaging with your brand on social media, speaking to an employee personally, or actually using your product or service, every touchpoint is a part of your brand’s customer experience.
“A happy customer might tell a friend, but an unhappy one will tell the world”
Ensuring a positive perception of a brand among customers is extremely important to promote positive advocacy.
Microsoft Dynamics 365 is a powerful tool for gaining insights and improving the customer experience by:
Providing faster customer support.
Nothing puts a damper on a customer’s experience with a business like a slow response time when they have a problem with or question about a product or service. The case entity within Dynamics 365 can help you assign, track and manage issues, making their resolution faster and more seamless for your customers and your team.
Dynamics 365 also makes employees more productive, because they have access to both the insights they need to make the best decisions and the tools they need to do their work. By combining ERP, CRM, Office, and additional apps into one, cloud-based experience on a common data model, you have a people-centric platform that makes employees’ daily work easier; Therefore providing faster, reliable customer support.
Centralizing customer information.
When customer data is decentralized, it is very difficult to get a clear picture of who your customers are and their specific needs. Dynamics 365 makes it easy for individuals throughout your organization to organize and access vital customer data.
Use the data about customers stored in Dynamics 365 to treat customers as individuals, and personalize the customer experience.
Discovering what customers really want.
Being responsive and proactive is a big part of the customer experience. Each customer is unique, but the customer service should still remain reliable and efficient. Using Dynamics 365 allows you to see which products or services your customers are interested in, or have already purchased, which can help you proactively offer other relevant products, services or information before they even ask for it.
The cloud-based Customer Service solution will help you improve the customer experience by using built-in intelligence and predefined service processes across multiple channels (omnichannel). Interactive dashboards and data visualizations provide your employees with instant insight into customer behavior, allowing them to proactively tap into trends and identify sales opportunities at an early stage.
“Well-informed customers will want to do business with companies that know them and their business intimately …….. Customers will expect a personalized experience.”
Staying in touch.
Customers today like attention. Quick and consistent communication is now an essential part of the customer experience. Customers expect instant insight into the status of their orders and issues. Beyond just storing individual customer contact information, Dynamics 365 can help organizations segment contacts into marketing lists that can be used in customized communications.
Dynamics 365 is designed so you can be efficient both in the office and on the road — even if you are not connected to a network. Data can be filtered so that you receive only the information you need, at the time you need it, such as sales figures or client information.
Customer service that is quick and consistently accurate is something that clients will remember and is crucial in developing and maintaining a great company. Microsoft Dynamics 365 provides secure, reliable access to detailed account information, streamlined business processes, rich collaboration tools, and more, to meet the needs of your clients and your business every time.