How many times have you heard about a customer satisfaction issue days after it occurred, and by that point the customer is already furious? Are you constantly looking for ways to improve your customer experiences?
One way to do this is by using Customer Voice and Dynamics 365 Customer Service together. Microsoft Dynamics 365 applications provide you with the ability to analyze customer feedback in real time and address potential concerns immediately.
What Is Customer Voice?
Customer Voice is a part of the Dynamics 365 Customer Service offering and serves as a feedback management application. It helps you collect and analyze customer feedback by creating and sending surveys and other types of customer responses.
With Customer Voice, your business can gain a deeper understanding of customer needs, preferences, and satisfaction levels. By capturing this information from customers, you can then act to improve your services, products, and the overall experience for customers.
How Customer Voice Details Show Up in Dynamics 365 Customer Service
Customer Voice and Dynamics 365 Customer Service work together seamlessly. When a customer responds to a Customer Voice survey via email, the feedback details can be captured within Dynamics 365 Customer Service as well.
When creating the Customer Voice survey, you can enable an automated process to capture customer responses and sync those responses with Dynamics 365 Customer Service. Once this is configured, the feedback data is stored in the Survey Response entity within Dynamics 365 Customer Service.
Together, Customer Voice and Dynamics 365 Customer Service provide several ways to measure customer satisfaction:
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT) Score
- Response Rates
- Sentiment Analysis
- Dashboards and Reports
By using these metrics and tools, you gain a deeper understanding of customer satisfaction levels and can take action to improve the customer experience in real time.
Tracking Survey Metrics
Customer Voice has embedded two reports to track survey metrics. The first is the Survey Response dashboard (Exhibit A). This report shows the average rating of your customer responses within a given timeframe. The second report, Satisfaction Metrics (Exhibit B), allows you to configure satisfaction metrics within Customer Voice, such as CSAT scores, so you can analyze those metrics for a specific survey over a period of time.
Exhibit A
Exhibit B
Within Dynamics 365 Customer Service, the data is written back from Customer Voice and visible within the application. A customer’s survey response can be viewed on the timeline of the related Case Record (Exhibit C). The survey response will also be posted on the related contact’s timeline from the Survey Response. In both scenarios, you can open the Survey Response record (Exhibit D) to view the details further—such as the responses to the questions as well as satisfaction metrics.
Exhibit C
Exhibit D
Benefits of Using Customer Voice and Dynamics 365 Customer Service Together
There are numerous benefits of using both Customer Voice and Dynamics 365 Customer Service together:
- Improve customer experience by collecting and analyzing feedback.
- Respond to customers faster and resolve issues more effectively.
- Personalize interactions with customers based on their history, preferences, and needs.
- Address potential issues proactively before they become major problems.
- Improve communication with customers by identifying common issues and trends.
By using Customer Voice and Dynamics 365 Customer Service, your business enhances customer experiences, responds to customers faster, provides personalized interactions, addresses issues proactively, and improves communications with customers. These benefits will lead to higher customer satisfaction and loyalty, ultimately resulting in a better overall experience for your customers.
Learn More About Dynamics 365 Customer Service and Customer Voice
To learn how your business can improve your customer experiences to create loyal, happy customers, contact a Western Computer Microsoft Dynamics expert today.
About the Author
More Content by Kayla Ocampo
