By Rob Hankin – CTO – MD Data & Analytics In today’s competitive landscape, organisations are constantly seeking ways toRead article
3 Key Strategies To Improve Customer Service Using Microsoft Dynamics 365: AI, Omnichannel, & IoT
CRM expert Paul Rutter explains how to improve your customer service strategy using AI to automate and innovate, an omnichannel approach to satisfy customers, and IoT to move from reactive to proactive service.
We all know that investing in new customers is more expensive than retaining existing customers – between 5 to 25 times more expensive! That’s why it’s vital to continually innovate technologies and improve services to meet – and exceed – customer expectations.
Why care about customer experience?
- Increasing customer retention rates by just 5% can increase profits by between 25% and 95%.
- Businesses can grow revenues between 4% and 8% above their market when they prioritise better customer service experiences.
- 73% of companies with “above average” customer experiences perform better financially than their competitors.
The cost of bad customer experience and staying stagnant can be very pricey. 50% of customers have left a brand for a competitor who was able to stay more relevant and better satisfy their needs.
In this article we will explore how you can improve customer service in the following ways:
- Expand customer engagement options
- Further infuse AI into customer service
- Shift from reactive to proactive support
Expand customer engagement options
You might already offer customer service via telephone and email. But your customers might want to contact you in other ways. For them it might be far more convenient to contact you through SMS or social media.
To enable you to innovate your omnichannel experience, Microsoft has added new channels to Dynamics 365 Customer Service such as WhatsApp, WeChat, Twitter Direct Message, and Facebook Messenger which increases the communication choices available to customers. Adapt what you offer to meet customer expectations, and an uplift in customer satisfaction will be sure to follow.
Information Rich Customer Records for a Seamless Experience
One thing to mention is that a third of customers are most frustrated by having to repeat themselves to multiple support reps. That’s the key thing with Dynamics 365 – all customer data is stored in a unified source, so it doesn’t matter what channels customers use, or how many agents they speak to. The customer’s full story is stored in an information-rich, easy to understand customer record.
This is vital as 9 in 10 consumers expect a smooth omnichannel service as they switch between channels. And just remember – 77% of customers would recommend a brand to a friend after having a single positive experience.
Further Infuse AI into Customer Service
By using a powerful combination of artificial intelligence (AI), business intelligence (BI), and machine learning (ML), you can uncover what is happening, why it’s happening, and make successful, data-driven decisions.
Better Serve Customers with Real Time Sentiment Analysis
You could use real-time, AI-powered sentiment analysis. When agents chat with customers, supervisors and agents can monitor the sentiment of the ongoing chat. You can easily see whether a chat has positive or negative sentiment. Using this information, the agent can understand how to meet the needs of customers, or decide if escalation will be appropriate.
Real-time sentiment analysis in Dynamics 365
Drive Deeper Customer Engagement with Rich Analytics
Take advantage of rich analytics and focused insights on key topics and support issues. Leveraging the easy-to-understand and stunning visualisations of Power BI, reports are interactive and easy to understand. Quickly discover the story and, most importantly, the “why” behind your data.
You can also use historical analytics to track key operational metrics and ensure your agents are providing high quality support to delight customers.
Using AI-Driven Insights and Automation
Take this a step further by introducing AI into your solution. This includes chatbots (Microsoft Power Virtual Agents) and AI-driven topic clustering.
You can better cleanse data and identify phrases that need excluding for more accurate results about what support topics are driving case volumes. Once you have this information, the system begins suggesting topics you can add to the conversations that Virtual Agents have with customers.
By automating high-volume topics and using Power Virtual Agents, you can free up your agents to work on more complex or high-value issues. Augment the intelligence of machines with the intuition and experience of humans.
Shift from reactive to proactive support
IoT offers amazing functionality for organisations to shift from reactive to a proactive or even predictive service model. You can service devices at the point when customers get in touch for support. Or to address issues faster, agents can proactively monitor and send update commands to devices – before the customer even reaches out.
This can be achieved by integrating IoT diagnostics, IoT device update, and case management platform into Dynamics 365 Customer Service.
Being able to diagnose and fix issues remotely – particularly now – is vital, but also drives cost savings and improved customer satisfaction. Your organisation can also reduce downtime by connecting to IoT devices to identify and fix issues before customer is even aware there’s a problem.
Exceed customer expectations with a proactive service by leveraging valuable IoT data.
Interested in Learning More?
Sign up for our free webinar hosted by Paul Rutter. Learn all about maximising your Dynamics 365 investment, getting the most out of the platform, and boosting customer service efforts to keep customers happy even during times of uncertainty.
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