How many times have you heard about a customer satisfaction issue days after it occurred, and by that point the customer is already furious? Are you constantly looking for ways to improve your customer experiences?
One way to do this is by using Customer Voice and Dynamics 365 Customer Service together. Microsoft Dynamics 365 applications provide you with the ability to analyze customer feedback in real time and address potential concerns immediately.
What Is Customer Voice?
Customer Voice is a part of the Dynamics 365 Customer Service offering and serves as a feedback management application. It helps you collect and analyze customer feedback by creating and sending surveys and other types of customer responses.
With Customer Voice, your business can gain a deeper understanding of customer needs, preferences, and satisfaction levels. By capturing this information from customers, you can then act to improve your services, products, and the overall experience for customers.
How Customer Voice Details Show Up in Dynamics 365 Customer Service
Customer Voice and Dynamics 365 Customer Service work together seamlessly. When a customer responds to a Customer Voice survey via email, the feedback details can be captured within Dynamics 365 Customer Service as well.
When creating the Customer Voice survey, you can enable an automated process to capture customer responses and sync those responses with Dynamics 365 Customer Service. Once this is configured, the feedback data is stored in the Survey Response entity within Dynamics 365 Customer Service.
Together, Customer Voice and Dynamics 365 Customer Service provide several ways to measure customer satisfaction:
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT) Score
- Response Rates
- Sentiment Analysis
- Dashboards and Reports
By using these metrics and tools, you gain a deeper understanding of customer satisfaction levels and can take action to improve the customer experience in real time.
Deep dive: Customer experience solutions from Dynamics 365
Tracking Survey Metrics
Customer Voice has embedded two reports to track survey metrics. The first is the Survey Response dashboard (Exhibit A). This report shows the average rating of your customer responses within a given timeframe. The second report, Satisfaction Metrics (Exhibit B), allows you to configure satisfaction metrics within Customer Voice, such as CSAT scores, so you can analyze those metrics for a specific survey over a period of time.
Exhibit A
