Improving Customer Experience in Dynamics CRM

Posted by Jen Bieker on March 25, 2014


There’s been a lot of buzz about Microsoft’s recent acquisition of Parature, a cloud-based customer service software vendor.  With this acquisition, Microsoft has released the Unified Service Desk (USD), a customer-care/support portal that will put it far above the competition.  It was showcased at Microsoft’s largest user conference, Convergence, this year and it’s clear that this brings a number of benefits to CRM. At Convergence, we got a look at the improved customer experience.

Unified Service Desk Features: support your customers anytime, anywhere

Self Service Customer Service

o Self-Service – a 24x7 support area providing the customer instant gratification.
o Knowledge Base – while CRM has had knowledge base functionality for quite some time, USD takes it to another level completely.  It’s the complete customer care package.
o Portal – a centralized location for customer service and information.  This serves as an area to interact, submit tickets and download items.  It is a secure portal and can be branded to your organization.

• Multichannel Customer Service

o Service Desk Panel – an administrative tool for around the clock support either on a computer or a mobile device.  It pulls in chat and ticketing items together from the customer.
o Live Chat
o Enhanced Ticketing – create tickets from email, social media and have tickets automatically routed to the proper channel

• Social Customer Service

o Social Monitor – ability to open a ticket from social media channels
o Application for FaceBook – browse knowledgebase articles within Facebook and access Live Chat.

More and more, customers are using self-service tools, rather than interacting with call center or other support agents. Why? Because we work in an extended environment, no longer is a work day just 9-5, and often the best time to catch up on critical tasks is after hours, early morning, or on weekends when typical methods of support and interaction may not be available.

By interacting with your customers wherever they are, in the way that they need (self-serve or personal conversations) you solve their problems quicker, and you make the experience favorable and memorable to them.  Adding these self-service capabilities will help organizations increase their customer satisfaction levels and decrease ticket numbers and support agent time.

Simply by having great knowledge base information and other self-serve content, Ask.com drove down their ticket volume by 62%, freeing up time for agents to deal with more complex cases. 

Want to Know More?
Join Crestwood in April for a Convergence CRM Wrap Up to learn more about these new tools.


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