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Businesses nowadays are realising how important customer experience is. Gartner predicts that by 2020, customer experience will overtake price and product as the key brand differentiator. That’s where Dynamics Customer Experience (previously known as Microsoft Dynamics CRM) comes in. This platform allows businesses to personalise and improve their customer experience by managing sales, marketing, and customer service processes in one place. Businesses can also gather valuable insights from customer data to inform their decisions and strategies. Here we’ll take a closer look at what Dynamics Customer Experience offers in detail.

What is Dynamics Customer Experience?

Dynamics Customer Experience is a cloud-based platform for managing sales, marketing, and customer service processes. It offers various tools for personalising customer interactions, automating repetitive tasks, and improving overall customer experience. The platform also allows businesses to gather customer data and insights to make decisions. Businesses using Dynamics Customer Experience can expect to streamline their processes and better understand their customers.

Features of Dynamics Customer Experience

There are various tools and features included in Dynamics Customer Experience. Here are a few of them:

• Sales Automation: This includes lead management, opportunity tracking, and sales forecasting. The platform also allows sales teams to access customer data through mobile apps. The feature helps sales teams stay organised and informed about their targets and customers.
• Marketing Automation: This includes campaign management, event management, lead scoring, and email marketing. This helps marketing teams plan and track their campaigns and leads and gather valuable insights from customer data.
• Customer Service Automation: Automation includes case management, customer self-service portals, and knowledge base management. This helps customer service teams stay organised and provide efficient support to customers.
• Business Intelligence: This includes dashboards and data analysis tools, allowing businesses to gather insights from customer data and make informed decisions. Using this feature, businesses can track and improve key performance indicators.
• Social Listening: This allows businesses to monitor social media mentions of their brand or industry keywords. The feature helps businesses stay on top of any discussions or feedback about their brand and gather insights from online conversations.
• Analytics and Reporting: This is one of the  premium features which  includes various insights and data visualisation tools to gather customer information and make informed decisions. You can make custom reports and track key performance indicators.

Aside from these features, Dynamics Customer Experience also offers integration with Microsoft products such as Outlook and Office 365. You can also use it with non-Microsoft products through the help of various partner solutions.

Why use Dynamics Customer Experience?

There are many benefits to using Dynamics Customer Experience for your business. Here are a few of them:

• Improved Customer Experience: By streamlining sales, marketing, and customer service processes, businesses can provide a more personalised and efficient customer experience.
• Increased Productivity: Automating repetitive tasks frees up time for employees to focus on more important or strategic tasks. Automation also helps with consistency and accuracy in tasks.
• Better Decision-Making: Gathering customer data allows businesses to make informed decisions about their strategies and actions. It also allows for continuous improvement and adaptation to customer needs.
• Better Insights: The platform’s ability to gather and analyse customer data allows businesses to make informed decisions and improve overall performance.
• Improved Collaboration: The platform’s ability to integrate with various tools and access customer data on the go helps teams stay organised and collaborate effectively.

Dynamics Customer Experience can help businesses improve their customer experience, increase productivity, and make better decisions. If you’re interested in improving your customer experience, consider giving Dynamics Customer Experience a try.

The Different Channels That are Available for Customer Service

Aside from traditional channels such as phone and email, Dynamics Customer Experience also offers customer service through live chat and social media. This allows businesses to provide support to customers through their preferred channels and improve overall customer experience. It also allows for efficient communication between customer service teams and customers.

Additionally, Dynamics Customer Experience offers a self-service portal for customers to find solutions independently. They can contact customer service without having to call or email. This can help reduce the workload for customer service teams and improve customer experience.

How to Create a Great Customer Experience Strategy?

To create a great customer experience strategy, gathering and analysing customer data is important to understand their needs and pain points. Below are the steps to creating a customer experience strategy:

1. Define your customer personas and their needs and pain points.
2. Identify areas where you can improve the customer experience.
3. Set specific and achievable goals for improvement.
4. Implement changes and gather feedback to improve continuously.
5. Analyse data to track progress and make adjustments as needed.

Using Dynamics Customer Experience can help with steps 2-5 by providing insights and data analysis tools. It automates repetitive tasks to free up time for improvement and adaptation. However, it’s important to remember that a great customer experience strategy starts with understanding your customers’ needs and pain points.

Tips to Improve Customer Service Interactions

Improving customer service interactions can have a positive impact on customer experience. Here are some tips to improve customer service interactions:

1. Actively listen to the customer and clarify any misunderstandings.
2. Show empathy and apologise if necessary.
3. Provide timely and accurate solutions or information.
4. Follow up with the customer to ensure their issue has been resolved.
5. Take feedback and use it to improve future interactions.

Dynamics Customer Experience can help with the last tip by providing customer feedback tools and analysis to gather insights on improving customer service interactions. However, the first four tips rely on active listening, empathy, and problem-solving skills from customer service teams. It’s important to continuously train and improve these skills to provide the best customer service possible.

Ways to Optimise the Customer Experience With Dynamics 365

Dynamics Customer Experience can help optimise the customer experience in numerous ways, but here are some examples:

1. Personalise interactions by using gathered customer data.
2. Automate repetitive tasks to free up time for improvement and adaptation.
3. Provide multiple channels of support to cater to customers’ preferred methods of communication.
4. Use data analysis tools to gather insights on how to improve the customer experience.
5. Implement a self-service portal for customers to find solutions or contact support without having to call or email.

By providing personalised interactions, automating repetitive tasks, offering multiple channels of support, gathering insights, and implementing a self-service portal, Dynamics Customer Experience can greatly improve the overall customer experience.

Conclusion

As you have seen, Dynamics Customer Experience offers numerous features and capabilities to help businesses improve their customer experience strategy, customer service interactions, and overall customer satisfaction. The essence of a great customer experience, however, starts with understanding your customers and their needs. Dynamics Customer Experience can support and enhance this process, but the foundation must come from the business and customer service teams.

Remember to continuously gather feedback and data, set achievable goals, and continually make adjustments to improve the customer experience.