Ottobre 27, 2020

From Dynamics365 Team Blog: 3 updates to gather and manage feedback with Dynamics 365 Customer Voice

It has never been more important to listen to your customers, especially as customer journeys adapt to tectonic shifts in buying behavior. Microsoft Dynamics 365 Customer Voice was made generally available on September 1, 2020 to help simplify feedback collection, measure sentiment across channels, and empowering organizations to react more quickly to customer needs.

With 2020 release wave 2 updates for Dynamics 365 Customer Voice, we've enhanced omnichannel collection capabilities, making it easier to build strong relationships with your customers.

Enhance the way you manage feedback

1. Expanded satisfaction metrics for surfacing the data that matters most

To understand your customers completely, you need the right data and tools to analyze the most important metrics. Dynamics 365 Customer Voice delivers both. With Dynamics 365 Customer Voice, you can track your service or product perception throughout the customer journey with satisfaction metrics, such as Net Promoter Score (NPS). Take timely action when responding to customer issues by setting up ranges and triggers to receive automatic alerts when a customer's NPS reaches a certain level. The alert dashboard displays which customers need attention and their reason for dissatisfaction, enabling businesses to track follow up status across the organization and maintain strong customer relationships.

2. Built-in integration across your customer data platform for a 360-degree customer view

Centralizing customer feedback is critical to truly understanding how your customers feel about your business. With Dynamics 365 Customer Voice, real-time feedback is integrated with Microsoft Dynamics 365 Customer Insights to create a holistic customer profile across your business. Now, you can directly access Dynamics 365 Customer Insights profiles from Dynamics 365 Customer Voice when following up on customer issues to create more powerful and personalized interactions.

Screenshot of Customer Voice dashboard and customer activity timeline

With the always-on capability in Dynamics 365 Customer Voice, feedback is continuously updated in Dynamics 365 Customer Insights to generate insights such as "high value customers that provided a response of three or below", unifying profiles and responses in the 360-degree view of the customer. Aggregated data brings agility to your organization by using responses to predict the next best action, potential customer churn, and new revenue opportunities.

3. Omnichannel feedback collection to improve response rates and generate more relevant data

Listening to customers means meeting them where it matters: in direct surveys and across channels, and throughout their interactions with your employees, operations, and products. With omnichannel feedback collection, Dynamics 365 Customer Voice can consolidate and visualize data from a variety of sources, creating a powerful, comprehensive tool to uncover true customer sentiment.

For example, you can now collect feedback from customers in post-chat surveys with customer satisfaction information automatically collected in the post-chat window of Microsoft Dynamics 365 Customer Service and updated instantly in the dashboard. Accurately gauge the pulse of your customer's satisfaction with a variety of feedback collection channels, such as embedded surveys in websites, personalized links, and QR codes. With omnichannel feedback collection, you can build context around customer responses with AI detection, sentiment analysis, and comment categorization to foster authentic connections with your customers.

Accomplish more with partner solutions: from enhanced analytics to integrated e-commerce data

Along with the built-in capabilities of Dynamics 365 Customer Voice, we continue to invest in our partner ecosystem to bring solutions and templates to create a comprehensive feedback management solution. These new ventures seek to empower an even stronger understanding of your customers across your business and enable effective responses in the moments that matter.

Our partnership with Clarabridge, through the Microsoft Business Applications ISV Connect program, provides organizations with more complete insights about their customers' experiences by unifying survey feedback along with calls, chats, messages, emails, social, and more. Clarabridge offers an omnichannel best-in-class natural language understanding AI engine that uncovers valuable insights about customer sentiment, effort, intent, loyalty, and emotion. Our fully-integrated solution enables organizations to drive action by automatically identifying friction and high-effort touchpoints along the customer journey, reducing customer churn, and diving into the root cause of traditional key performance metrics such as NPS, CSAT, and customer lifetime value. This information is then made available for issue tracking, aggregated reporting, and close loop case management in Microsoft Dynamics 365. Learn more about the Clarabridge and Dynamics 365 Customer Voice solution.

Wonderflow's solution for Dynamics 365 Customer Voice enables the capture of indirect and external consumer feedback from online reviews on e-commerce platforms, contact center logs, emails and chat, or any other free text messages. Wonderflow's artificial intelligence tool uses natural language processing to analyze customer comments, unveil key insights, and improve organizations' ability to quickly uncover the next best action. Learn more about how Wonderflow and Dynamics 365 Customer Voice come together to build a unified customer profile.

Additionally, the American Customer Satisfaction Index (ACSI) is building solutions for Dynamics 365 Customer Voice so you can easily collect benchmark scores and compare against other competitors in the industry. Obtain strategic, industry-specific insights compared to leading brands to determine the most relevant and impactful ways to increase customer satisfaction for your products and services.

We are excited to announce ACSI's banking industry template will be available on October 30 out-of-the-box with Dynamics 365 Customer Voice, a powerful tool for comparing your performance with leading banks. Future solution templates from ACSI across more than 30 industries from healthcare to manufacturing will enable your organization can capture in-depth, industry-specific satisfaction metrics with Dynamics 365 Customer Voice. Build brand loyalty amongst your customers by identifying satisfaction drivers while driving the bottom line with financial impact analysisall with ACSI and Dynamics 365 Customer Voice. Learn more about ACSI and Dynamics 365 Customer Voice.

Increase your customer’s satisfaction with Dynamics 365 Customer Voice

Our goal is to help you deliver on the value you promise to customers and build lifelong fans by responding to their feedback. We are excited about the future of Dynamics 365 Customer Voice as a complete feedback management solution with the added 2020 wave 2 capabilities, fueling a comprehensive analytical tool for your organization. Learn more about how Dynamics 365 Customer Voice can help you gather and track the customer metrics that matter to your business.

Interested in a demo of Dynamics 365 Customer Voice and our partner solutions? Contact customervoice@microsoft.com.

The post 3 updates to gather and manage feedback with Dynamics 365 Customer Voice appeared first on Microsoft Dynamics 365 Blog.

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