More and more, the differentiator that drives customer loyalty is service after the sale. Customer-driven organizations can greatly enhance their “traditional” agent-to-customer engagements with modern digital tools, such as artificial intelligence and business intelligence. For example, AI can automatically surface answers to customer questions, resolving customer service cases quicker — increasing overall satisfaction. For managers, leveraging BI to analyze and visualize metrics around things like agent activity, trending topics, social channels, produces data-driven insights that aid in management and decision making.
Artificial intelligence and business analytics are standard features in Microsoft Dynamics 365. These features, nested in Dynamics 365 Customer Service Insights, begin working as soon as you connect them to your data in Dynamics 365 for Customer Service. In an interesting twist, you can even connect Customer Service Insights to other customer service solutions such as Zendesk and Salesforce. Here are some of the out-of-the-box analytics tools and dashboards:
Key insights are generated from changes in your data and communicated in conversational English.
Drilldown on “User needs help with payment issue” reveals a deeper level of detail
Consider automating these topics
Areas of more intense customer need are called out so managers can work on automating solutions to these issues.
Drilldown on “Mobile app crashes”
Top issues affecting CSAT from social channels
With more and more customers engaging with suppliers over social channels, get a better understanding of issues facing customers using these platforms.
Drilldown on “How promotion certificate works and trouble”
Peak time with high case volume
Manage staffing and case load-balancing with real-time data relevant to surges in customer inquiries.
Drilldown on “User of customer promo code”
Bottom line, Dynamics 365 Customer Service Insights helps:
- Increase CSAT scores
- Introduce efficiencies to your service organization
- Provide better data for management action and decision making
By Mark Abes, Vice President, Dyn365Pros, Microsoft Dynamics 365 Partner, San Diego, Southern California