How to Create a Happier Customer

It’s no surprise that since the pandemic, companies have started to heavily rely on technology to help their businesses run as smoothly as possible.  While technology is needed to help customer service agents transition from a traditional call-center office environment to a work-from-home environment,  it has also become increasingly more important for the customer experience.

Whether you’re a retailer, manufacturer, or in professional services, all organizations can agree that a positive customer experience is crucial to customer retention and satisfaction. With the influx of competitors in today’s market, it can only take one negative agent interaction with an agent or a long wait time for a customer to switch to your competitor.

Organizations can face two challenges in today’s competitive market-- gaining a unified view of their customer profile data and driving operational efficiencies, both of which ultimately result in happy customers.

Sound like business challenges you’re experiencing? We’re here to help.

With Dynamics 365 Customer Service your data from different sources is unified unlike many of the other customer service solutions available today.   Using this solution, will give your agent a 360-degree view of your customer and help them quickly pull information on your customer’s past purchases and queries. Having this knowledge base is extremely important as it allows your agent to discover past behaviours of the customer in real-time, which will not only help your agent resolve issues at hand with ease but also gives the customer the confidence that the agent has the information they need. Using AI technology your agent can better anticipate your customers' needs and escalate or resolve issues faster by classifying inquiries from all channels to the most qualified agent.

Beyond this, the Dynamics 365 Customer Service application has the power to pull multiple channels into one agent-friendly dashboard which gives agents the option to work across multiple open cases without losing context or work in progress. To further help create efficiencies, the app has the intelligence to integrate a Power Virtual Agent which can be used as an interactive voice response (IVR), for voice or a chatbot for SMS, live chat, and social messaging. This integration not only preliminarily filters customer inquiries but increases your agent’s productivity. With the use of AI, it can automate routine inquiries and suggest recommendations to help increase the agent’s focus on the customer.

Creating unified customer profile data and driving agent efficiencies doesn’t have to be hard when you have the right technology. Dynamics 365 Customer Service can truly enable a modern technology-first workplace, allowing your agent to stay productive and keeping your customers happy. If you would like to discuss your needs and timeline, please contact CRMD-HSO. We have a roster of subject matter experts ready to help propel your business forward.