How To Navigate Common Customer Service Challenges with Microsoft Dynamics 365

Due to the recent technology and digital boom, an entire “customer revolution” has taken place and a new breed of an informed ‘Customer 2.0’ has emerged. This ‘Customer 2.0’ wants to purchase your products, but not without doing their online research and taking mental notes about their customer journey. If they have a good experience purchasing from your company, then great, they become your customer! But it doesn’t end there. This customer is constantly taking notes on how your company handles complaints and issues. Are you being proactive or reactive? Are you coming out with bigger and better products? How well do you communicate with this customer? The customer wants to have a good experience with your company, otherwise they might move on to your competitor. 

So, what is it you must do in order to create an exceptional customer experience? Being proactive and anticipating their current and future needs is a good start. Fortunately, there is technology, like Microsoft Dynamics 365 for Customer Service, to help you accomplish this to meet the needs of this new, modern ‘Customer 2.0’. 

Create effortless support experiences. two-women-in-front-of-dry-erase-board-1181533 (1)

With Dynamics 365 (D365) for Customer Service, you can create a single, consistent service experience through a threaded view of the customer journey. You’ll ensure every customer receives a single, unified experience, even if their case is transferred between departments or across different channels, resulting in cases resolved faster and improved customer satisfaction.

Resolve issues with predictive care.

Your customers will stay happy if they can avoid service and support issues. Dynamics 365 allows users to analyze data from connected devices throughout their organization, empowering them to be able to act before warning signs become a problem. You’ll be proactively addressing what the customer needs before they even know they need it!

Learn from your customers.

Learn from your customers based on their feedback submitted through surveys, discussion forums, or social listening. You’ll be able to see what they are saying about your company and better understand their needs/requests. You can measure and act on feedback after every single service engagement by bringing your customer data together with survey insights from Microsoft Forms Pro— which is included with Dynamics 365 Customer Service.

Interact with your customers on their preferred channel.

Technology makes communication in today’s world easy, accessible and frequent. Our customers expect the same from companies they do business with. They want to be able to communicate with you when they want to, how they want to and where they want to. From chat and SMS to email and phone to Facebook Messenger, you can meet your customer where they already are. Let customers choose how to connect with your brand with omnichannel capabilities or use the Channel Integration Framework within Dynamics 365 to add any channel.

Capitalize on revenue opportunities.

Use service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations. Your agent will have all the customer’s history and data in front if them, so they will know exactly what this customer has already purchased and can then recommend relevant products with a personal touch.

So, in today’s technology-dominated world, customers demand and expect a whole new level of attention. And, they expect you to do business with them on their terms. The ‘Customer 2.0’ wants you to know who they are, understand their specific situations, keep in touch with them, listen to their needs, and provide quick and attentive support.

Dynamics 365 for Customer Service can help you do all of this and more. You can personalize service, offer relevant content and products, respond quickly to requests, and ensure no questions go unanswered. This is what makes for an exceptional customer experience! Sound too good to be true? Contact one of our CRM experts and let them tell you more. We’d be happy to answer any questions and help you get started.

Author: Rich Weck, Managing Director of CRM

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