ELEVATE THE CUSTOMER EXPERIENCE WITH DYNAMICS 365 CUSTOMER VOICE
With the Microsoft Forms re-brand to Dynamics 365 Customer voice now complete you are guaranteed a see-at-a-glance, 360-degree view of your customer, without having to toggle between apps, so you can proactively elevate your customer experience.
With Dynamics 365 Customer Voice real time feedback creates a unified view of customers, so you can:
- Stay connected
- Build stronger relationships
- Deliver better experiences
The main premise of the Dynamics 365 Customer Voice app is the use of surveys, which are templated for quick adaption by the user, and the options are comprehensive – so you’ll not be stuck with aspects you don’t need. Your Dynamics 365 Customer Voice surveys can be sent at a timely point in the journey or on a schedule by email, or can be embedded into a website, with a link sent to the customer. Also, if you are canvassing at a conference, for example, you can even generate a QR code, so you can generate survey results on the move.
Results screen
You gain complete clarity, so your response can be immediate and targeted.
With Dynamics 365 Customer Voice you have the option of the following survey features:
- Multi-choice
- Rating
- Date picker
- Ranking
- Matrix rating (using Likert)
- Score (Net promoter score)
The information generated on Dynamics 365 Customer Voice is immediately viewable on CRM, as Dynamics 365 works in near real-time, see the above dashboard. Colleagues can view the results on their Power BI dashboards to whether they are remote working or field based, meaning there’s no chance of duplicated workflow. Your insights can be used to enhance Customer service so your customers stay loyal.
Sentiment, NPA & CSAT
Take advantage of satisfaction metrics to gauge Sentiment, NPA (net promoter score) and CSAT.
Put simply Dynamics 365 Customer Voice will enable you to have a holistic view of a customer and their complete journey with your company. You can track their progress and gain insights from their feedback. Your Customer service team will also be on the ‘same page’ with interactions, so they are able to meet the customers’ needs comprehensively, building up customer loyalty.
Setting up Customer Voice
I can honestly say Dynamics 365 Customer voice surveys are easy to set up, and and you can send surveys out by adding the link to an email, and/or embed a link in your website.
Dynamics 365 Customer Voice is included in the monthly Licence for Dynamics 365 and will allow you up to 2000 responses a month, but more can be purchased if you need to. For more information on Dynamics 365 Customer Voice and what Dynamics 365 can do for your company, call us today for a no-obligation chat:
Also check out Minster Cleaning case study as they specifically opted to use Dynamics 365 Customer Voice to help their franchisees to capitalise on customer data, and stop client churn.
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