Microsoft introduced in the latest 2020 wave 2 update the fresh new Dynamics 365 Customer Voice to help you gather and track the customer metrics that matter for your business. We all know how important it is to listen to our customers in this era.
With Microsoft Dynamics 365 Customer Voice, Microsoft simplifies feedback collection, measures sentiment across channels and empowers organizations to react more quickly to their customer needs.
Dynamics 365 Customer Voice provides the tools to analyze and manage your feedbacks. In fact with Dynamics 365 Customer Voice, you can track your service or product perception throughout the customer journey with satisfaction metrics, such as Net Promoter Score (NPS). Take timely action when responding to customer issues by setting up ranges and triggers to receive automatic alerts when a customer’s NPS reaches a certain level. The alert dashboard displays which customers need attention and their reason for dissatisfaction, enabling businesses to track follow up status across the organization and maintain strong customer relationships.
Thanks to the deep integration with Dynamics 365 Customer Insights Dynamics 365 Customer Voice real-time feedbacks (using the the always-on capability) are integrated with Microsoft Dynamics 365 Customer Insights to create a holistic customer profile across your business. Now, we can directly access Dynamics 365 Customer Insights profiles from Dynamics 365 Customer Voice when following up on customer issues to create more powerful and personalized interactions. Aggregated data brings agility to your organization by using responses to predict the next best action, potential customer churn, and new revenue opportunities.
With omnichannel feedback collection, Dynamics 365 Customer Voice can consolidate and visualize data from a variety of sources, creating a powerful, comprehensive tool to uncover true customer sentiment. You can build context around customer responses with AI detection, sentiment analysis, and comment categorization to foster authentic connections with your customers.