A couple of days ago, we held a webinar on Microsoft Dynamics 365 Customer Service. It was posted on our LinkedIn profile and I received a negative comment. I don’t want to bore you with the details, so I’ll just say that this person was upset with me for mentioning that I know the “product’s caveats’ and was, therefore, offering a “low- to medium-quality product or solution”. Since she was not one of our customers, we invited her to contact us through a service communication channel to change her mind.
What’s the point of this story?
In service companies, it is very common to “live in the present”; to worry about the project currently being implemented, to try to solve the day’s incidents, and to forget how important it is to provide a good Customer Experience for an ongoing relationship and be perceived as a business partner.
According to Gartner, 2 four years ago, only 36% of companies strived to offer Customer Experience, and it is highly probable that the person who posted that comment has been through that situation and believes that everyone who implements the product is the same, but this is not true.
First, let’s understand the issue:
- Customer Experience is the ability to handle the interactions arising from the product we offer, our customer and how they perceive said interactions. It’s about the importance of our customer “feeling well served” by our company while they are working with us.
- Customer Services are about how our company provides help when facing a particular event (incident, complaint, contact, etc.)
One could say that Customer Services is an area of Customer Experiences, which is why it is important to consider every point of contact in our strategy to make sure our customer is always happy with the relationship we have built.
So, what do we recommend you consider in Customer Experience?
- Service through different contact channels: Customers expect to receive service in less than one hour through social media, and regardless of the channel used, they expect consistency in the information they receive.
- The information they’re looking for has to be easy to find: Having a web portal with a good knowledge base or even chatbots helps customers feel satisfied by solving their problems quickly.
- Keep the customer informed: An email communicating what’s being done to solve their case shows concern and proves the customer has not been abandoned by the company. A simple “We are working on…” holds a tremendous amount of power when it comes to Customer Experience.
These recommendations involve a concept that is highly important in this day and age: technology support from the company to provide customers with excellent service experiences. This is where Microsoft Dynamics 365 Customer Service has a lot to say on the subject.
In order to provide service through different channels, there are already tools such as Microsoft Social Engagement that allow you to monitor social networks in terms of phrases, and analyze the feelings people have about our brand.
This is accomplished by offering a Portal that can be configured without having to be a developer. Today, all you need is a couple of clicks and you can outfit a portal with the information contained in our knowledge database and thus empower users to look for self-service solutions before logging a complaint.
If customers still can’t find the information they need, it allows them to create a case from the portal itself, informing them of their case’s current status.
It also notifies them whenever changes occur, new information is received or new service has been provided.
All of the above can be done in Microsoft Dynamics 365 thanks to its Customer Services module. That’s how I found out about the comment on our webinar, by configuring a LinkedIn rule in Social Engagement, receiving a notification and answering as soon as possible to make sure our customer experience area provided a final answer.
In summary, we never abandon the customer in their experience with us and we must always remember that every service, channel, and communication we have with them matters and will always be relevant to ensure they speak well of us.
If you would like to start providing valuable service experiences, you can count on AlfaPeople’s support to achieve your goal. Request your demo now (through the channel of your choice).