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How Technology Will Transform and Improve Your Customer Care
According to a 2018 Microsoft Research Report, a vast majority of people believe that customer service plays an important role in their choice of and loyalty to a brand. Taking that a step further, a large number of people reported that they have even switched brands due to poor customer service.
Customer service is about so much more than answering a customer’s questions and solving minor issues that may arise with your products. For a business to succeed and foster a relationship with its consumer base, customer care needs to be an integral part of the organization’s business strategy.
The cause and effect are simple — great customer care means your company can sell more product, retain more customers, and appeal to non-customers on a much larger scale. The business value of implementing effective care methods is paramount.
Technology For Customer Care
The paradigm challenge for businesses is that the technology to supply great customer care is available, but organizations struggle to recognize the value of and utilize that technology. These days, the rate of change is rapidly increasing, so businesses must abandon the disjointed channel service experience they’ve been giving their clients.
To better serve your customer base, you need to provide customer service that isn’t disconnected. When customer service systems are isolated, wait and callback times are long, which leads customers to grow frustrated with your organization. Today’s consumer expects instant feedback; forcing them to jump through multiple hoops to get customer support isn’t going to cut it.
Customer service should be readily available no matter what channel the customer chooses. Translation: You need customer service in every location the client could be. Phone support, in-person help, text advice, social media support, and email responses are all potential points of contact and require customer care support.
It’s all about creating a beneficial service experience and staying consistent across multiple channels. Because of digital transformation and technological advancement, there is a massive need for “always on” customer service and consistent treatment across all channels.
Because a larger inbound customer service requirement now exists, organizations need to support customer service representatives and agents. Connected customer care is possible and provides a complete view of customer relationships and interactions via a single platform. As business leaders, it is imperative to give employees the tools to deliver good service with the right information, at the right time, anywhere, and fast.
A CRM system that covers both methods of service — as well as your contact center — can create a unified service for your employees to use while resolving customer requests. Dynamics 365 for Customer Service has built-in intelligence that delivers faster, more personalized service on any platform, any channel, and enables you to learn from every customer interaction.
Proactive unified service means higher customer retention, more sales, and more appeal. You want to be where the customers are, with the right tools, at the right time.
Ready to talk about customer care in your organization? Contact us today and if you want to see connected customer service in action, check out this video for a short walk through of a day in the life of a Customer Service Representative.