Jigisha Deb - Sr. Product Marketing Manager, Dynamics 365 Sales
According to the Customers | The Future of B-to-B Customer Experience report by Walker Information Inc, by 2020, analysts predict that customer experience will outpace price and product as a key brand differentiator. Across the customer journey, now’s the time to optimize the customer experience, from the first time a customer visits the website or campaign landing page to when they receive the product and contact you for help—with the right tools in place to capture feedback across a variety of channels.
Enter Microsoft Forms Pro. Forms Pro is a customer feedback solution that seamlessly integrates with your data platform, making it easy to capture customer responses, sentiment, and suggestions and then analyze that feedback with Power BI.
Forms Pro integrates with other Microsoft solutions, so you can integrate results and view survey responses directly from within Office 365, Dynamics 365, and Power Platform projects—a seamless way to gain a more comprehensive view of customers within your existing business processes—all with industry-leading security, privacy, and compliance. With Forms Pro, you can collect and analyze customer data, identify customer sentiment using AI-powered insights, and take immediate action on customer feedback to help close the customer experience loop.
Since launching in July, we’ve been working to enhance the feature set to help enable organizations of all sizes to boost response rates and help optimize the quality of customer responses. Let’s take a look at some of the newest features including email-embedded surveys, survey incentives, and integration with a Power BI customer service template.
One accepted way to boost survey response rates is to offer incentives for completion. Forms Pro now integrates with Microsoft Rewards to provide survey incentives. When you enable the survey incentives option, respondents who complete the survey will receive a promo code to enter a monthly sweepstakes, where they might win a Microsoft Surface laptop plus a pair of Surface headphones. This feature is now available to Forms Pro subscribers in the United States, with additional regions added in future releases.
Customer service Power BI template
Survey feedback is more useful when you combine the survey feedback with all customer data available in your customer relationship management (CRM) solution. Forms Pro writes survey responses directly to the Common Data Service, enabling you to seamlessly analyze the data in Power BI without having to first export the data. To make it easier for you to develop Power BI dashboards, we released a customer service Power BI template to provide insights that combine customer feedback with customer support case records in Dynamics 365.
The customer service Power BI report shows net promoter score (NPS) trends and key phrases from survey feedback and can filter the results by case priority, location, product, support case agent, and customer accounts. The report template can be further customized to meet your specific business requirements. The customer service report template works in conjunction with Power Automate templates to send a survey when a case is resolved in Dynamics 365.
Embedding survey questions within a customer email is a proven way to increase survey response rates. As part of the Dynamics 365 Wave 2 release in early October, you can now embed the first question of your survey in the email invitations, meaning respondents can directly answer that question from their email, and get started immediately in the feedback process.