Serious about customer loyalty? The time to unleash technology is now
AlfaPeople |
May 02, 2019

Serious about customer loyalty? The time to unleash technology is now

It’s never been harder to retain a customer. That’s why seeing the world from a customer’s point of view, understanding their habits, and offering them the best possible experience, are indispensable strategies when it comes to the long-term stability of your business. With Microsoft Dynamics 365 for Customer Engagement, you can inspire your customers with state-of-the-art business tools and provide access to your products and service at all times – even when on the move.

If you’re serious about achieving lasting customer loyalty, you’ve got to change your frame of mind: It’s no longer about the buyer but rather the customers. It’s also no longer enough to strive to secure a sales contract. In fact, variables such as support, means of communication, availability of agents, as well as transparency, play a decisive role when it comes to establishing and maintaining positive customer relationships. The Microsoft Dynamics 365 product range can be leveraged to draw these tools into your business, technologically.

Truly know customers with Microsoft Dynamics 365

Customer insight plays an essential part in addressing the desires and needs of a customer. Microsoft Dynamics 365 for Customer Engagement allows you to display all important information about your customers in a single interface. This includes not just past purchases and interactions, such as calls or e-mail communication, but also customer inquiries.

Many important actions can be derived from the collected information. For example, you can implement targeted marketing activities or initiate cross/up selling campaigns. The data can also be used to optimally control pending service orders. These features are already included in Microsoft Dynamics 365 for Customer Engagement and can be used “out of the box”.

Let Artificial Intelligence take you further

Microsoft Dynamics 365’s integrated artificial intelligence supports automated troubleshooting of customer inquiries and helps service employees respond to more customer inquiries in less time. The shortened response and resolution time to your customers’ inquiries significantly increases customer satisfaction and helps you to bind customers to your company.

You can use virtual agents to automatically record your customers’ inquiries and to display possible solutions or information. These virtual agents, so-called chatbots, also extend the availability of support, since they can also be reached outside regular business hours and accept customer inquiries.

If the virtual agent is unable to solve the customer inquiry, the information from the chat history is collected, processed and forwarded to a service employee. This reduces the workload of the service employees, as the relevant data has already been filtered and all relevant information for finding a solution has been queried. By implementing Microsoft Dynamics 365 Customer Service and Microsoft AI for Customer Service, you can optimize customer service for a more efficient support department and increased customer satisfaction.Source:

Operate proactively with Microsoft Dynamics 365

Increase customer satisfaction with proactive strategies for engagement. Microsoft Dynamics 365 allows devices to send warning signals so that appropriate measures can be taken before a dispute arises or is escalated. This functionality can, for example, be used to react when wear limits of products you have sold are reached. A sensor installed in the device detects when the wear limit has been reached and reports this event to the Microsoft Customer Engagement System. At this point, the system begins necessary response, for example by sending a maintenance kit or by arranging a technician appointment. This avoids equipment failure and possible action on the part of the customer.

By operating proactively with Microsoft Dynamics 365 for Customer Engagement, you create lasting trust and strong customer loyalty. And by avoiding system failures that affect the customer, the company’s productivity and effectiveness increase.

The Microsoft Dynamics 365 product range offers a wealth of tools and strategies to provide your customers with a unique support experience, to inspire them and to bind them to your company in the long term. Contact us today for more information on how you can create your own Microsoft Dynamics 365 solution!