Brock Brames - Product Marketing Manager, Microsoft Dynamics 365 Customer Voice
Welly Lee - Principal Program Manager, Microsoft Dynamics 365 Customer Voice
In a rapidly changing landscape, interactions between customers and organizations have become the cornerstone to bottom-line success and brand loyalty. That’s why Microsoft Dynamics 365 Customer Voice empowers organizations to easily scale feedback capture for agile responses and personalized customer experiences, all in a robust feedback management solution.
With the 2021 release wave 1 updates for Dynamics 365 Customer Voice, we’ve enhanced our personalization and analysis capabilities, making it easier than ever to understand your customers and build better experiences.
Personalize every interaction with customers
Enhanced survey header customization for maintaining a consistent brand identity
Understanding customers begins with capturing the right data in the right place at the right time. Dynamics 365 Customer Voice empowers feedback collection across every channel; from email to web, SMS, and QR codes. Now, we are bringing custom survey headers to the survey creation process giving organizations more flexibility and personalization in their outreach to customers.
Users can now upload custom images or select from ready-made images for more beautiful surveys. New features such as formatted text, alignment, color selection, sizing, and cropping let organizations stay consistent in how their brand looks, feels, and resonates with customers.
Simplified and customizable data analysis for agile decision making
Data analysis can be intimidating and time-consuming, and in today’s world organizations need to be quick to stay ahead of the competition. Dynamics 365 Customer Voice is easy to use, making it stress-free to surface rich insights about customers. With this update, we are bringing custom survey scoring to the data analysis process, empowering users to create and unlock the insights that matter to their business.
Users can now create and customize their own satisfaction metrics by assigning point values to questions. Directly within the dashboard, users can create a scoring index and calculate average points across questions, allowing them to analyze data in their preferred way. These scored responses make it easier to uncover the trends and rich insights about customers so organizations can make better and quicker customer engagement decisions.
Other updates to Dynamics 365 Customer Voice from attaching a file, over surveyed management, and pause and resume surveys, are now available to view on our 2021 release wave 1 for Dynamics 365 Customer Voice documentation.
Transform how you understand customers with partner solutions
Alongside the built-in capabilities of Dynamics 365 Customer Voice, our partner ecosystem brings enhanced solutions, templates, and workflows to create a comprehensive customer experience solution. These added capabilities expand how organizations understand customers and transform engagement in the moments that matter.
Our partnership with Clarabridge, through the Microsoft Business Applications ISV Connect program, provides organizations with more complete insights about their customers’ experiences by unifying survey feedback along with calls, chats, messages, emails, social, and more. Clarabridge offers an omnichannel best-in-class natural language understanding AI engine that uncovers valuable insights about customer sentiment, effort, intent, loyalty, and emotion. The fully integrated solution enables organizations to drive action by automatically identifying friction and high-effort touchpoints along the customer journey, reducing customer churn, and diving into the root cause of traditional key performance metrics such as NPS, CSAT, and customer lifetime value. This information is then made available for issue tracking, aggregated reporting, and close loop case management in Microsoft Dynamics 365. Learn more about the Clarabridge and Dynamics 365 Customer Voice solution.
Solgari brings real-time customer feedback through voice and text to Dynamics 365 Customer Voice so organizations can quickly deploy secure, compliant, and scalable surveys to customers. Now available, organizations can utilize Solgari to automate phone and SMS surveys directly within the application using survey questions, workflow, and reporting functions. Customer feedback is captured instantly and integrated directly within Dynamics 365 Customer Voice where the Microsoft Power BI dashboard can surface rich insights about customers. This solution enables businesses to have more effective decisions across any use case—customer, prospect, staff, and student feedback. Phone and SMS surveys typically have a higher response rate, and now with Solgari and Dynamics 365 Customer Voice, organizations can be flexible and more personalized in their feedback capture. Learn more about the Solgari and Dynamics 365 Customer Voice solution.
Understand your customers like never before
Dynamics 365 Customer Voice is here to help you deliver value to your customers by truly understanding them and responding in the moments that matter. We are continually making product updates, from privacy improvements in January to orchestrating customer journeys at Spring Ignite, and deeper integrations with other Dynamics 365 applications. We are excited about the future of Dynamics 365 Customer Voice as a complete feedback management solution that can transform customer engagement, drive a customer-centric culture, and deliver better business outcomes for your organization. Learn more about Dynamics 365 Customer Voice.