Improve Customer Service at every touch point.

In today's world, modern business needs fast turnaround time, a shorter feedback cycle, reduced customer wait-times, and strong customer loyalty. One thing which can make all the above possible is unbeatable customer service and customer experience management.
This involves understanding the customer's journey and experience across all touchpoints, from Sale to Product delivery and Onboarding, to usability and billing via linkage to internal operations. Providing the right kind of customer lifecycle management and proactive service helps you inspire brand loyalty and increase the chance of repeat purchases, upsell, and cross-sell.

Steps in the CX Journey

Identify
Identify opportunities proactively for the company to be customer-centric. For instance, CRM tools can be used be to read billing data to understand reasons behind unusually high billing and offer tips to avoid it.
Expand
Expand customer experience parameters to include events that the customer often does not communicate. For instance, failed features, poor mobile experiences, slow loading speeds and more.
Prevent
Prevent unpleasant customer surprises by managing expectations via onboarding videos and literature.

How Can Customer Service CRM Help?

Get 360° Visibility
CRM tools give your service teams a complete view of your customers with single marketing, sales, and service solution that integrates with your legacy systems. Empower customer service teams to gauge customer health through visibility into sales activity and history.
Detailed Reporting
CRM helps businesses get customer satisfaction levels back on track. With reporting, analytics and dashboards, teams can easily monitor customer satisfaction scores, ensure proper response and resolution times, and verify that service-levels are being met across all support channels.
Insights-driven Loyalty and Rewards
Boost customer satisfaction by creating customer loyalty and advocacy programs and implements account success plans using configurable templates to help your business be more proactive in delighting customers and delivering optimized CX.
Ticketing and Case management
Use automation to intelligently identify, reassign and monitor customer service ticket. Configure different types of tickets and priorities to avoid escalations. Use embedded responses to solve cases quickly and efficiently and reduce the time spent on resolving each ticket.
Response and Resolution SLA's
Customer service CRMs helps service teams ensure they can meet the response and resolution times defined by service level agreements. Alerts and regular reports ensure that support deadlines and milestones are being met and enable managers to proactively manage bottlenecks, resource imbalances or other constraints.
Multiple channels, Multiple views
CRM tools can effectively organize and bring clear visibility to your business with multiple support queues to segment, track and monitor cases. CRM can do case routing and assignment workflows synchronizing activities across all channels (email, phone, chat, social) to help ensure all support issues are delivered to the right team in a timely manner with the right urgency. Detailed reporting and dynamic alerts can help uncover trends and ensure balanced workloads.
The Outcome:
CRM tools can help vastly improved a brand's customer service game by collating and streamlining social listening and customer service across websites, email, phone calls, social and more. They can help create a unified brand experience and also monitor customer journeys so as to help customer relationship teams provide a frictionless experience to the customers at every touchpoint.
Make the switch to Dynamics 365
Microsoft Dynamics 365 CRM helps you slash customer wait times, reduce escalations and inspire loyalty. Say goodbye to siloed software, we implement On-premise and SaaS CRM solutions that talk to each other effortlessly and create a smoother experience for your customer from sales to service.