Posts

Change the way you look at data

It is only human nature that our preferences change over time. That goes for your customers as well. Nowadays, the true challenge lies in your customers’ ever-changing behaviour and preferences. Mainly because of how their preferences seem to change overnight.

Continue reading to rethink the way you use your data.

[READ ALSO] HOW CUSTOMER EXPERIENCE TRENDS SHIFTED DRASTICALLY >>


Data fuels growth during the global pandemic

While the pandemic created, transformed and accelerated the biggest trends this year, one thing remained the same. If you want to be there at the right moment, you need to rely on quality data to elevate your business and beat your competitors. In fact, today’s leaders within their respective industries are data-driven businesses.

How are you using your data?

Think of the tremendous amount of data that you are collecting daily and what you can do with it. Whatever content your customer is consuming, the web pages they navigate as well as the products they buy. All of their digital behaviour is recorded. But for some reason, it is never used to actually make decisions that matter. You surely are aware that in business, there are always risks you take with consequences. When you make decisions that are based on data, it makes your business less exposed to risks.

7 reasons why you need to make decisions based on your data:

  • Deeper insights about your customer’s behaviour.
  • Better decision-making equals fewer risks.
  • Empower your Sales and Marketing employees.
  • Generate more leads by uncovering the best methods.
  • Data leads to innovation.
  • Gain an advantage against competitors, increase profits and reduce costs.
  • Enhance the Customer Experience drastically.

Turn data into meaningful actions

How do you transform all of that data into something of value for your business? When you have limited time, manpower and tools, the job seems tough to do. Yet, that right there is the challenge your business must overcome in order to thrive. The message is clear. If you desire to innovate and grow at a faster rate, you need to take action and do something with your data.

Get the most out of your data:

  • Uncover your customers’ behaviour.
  • Accurately predict their needs through AI-powered suggestions
  • Take action at the right time and never miss out on opportunities.


Next-up: HOW CUSTOMER EXPERIENCE TRENDS DRASTICALLY SHIFTED

HOW CUSTOMER EXPERIENCE TRENDS DRASTICALLY SHIFTED IN 2020

Questions on taking decisions based on data?


Think Digital

How Customer Voice delivers smart feedback

How do you know what your customer wants to voice? Sometimes all it takes is to ask the right questions to the right people. In this case, your customers can help you take your marketing, product development, sales and customer service to the next level.

Continue reading and find out how Customer Voice helps you to attune anything your business does to the customer.

[READ ALSO] CUSTOMER SERVICE IN A NUTSHELL >>


Why you should listen to your customers

It all boils down to letting your customer voice their opinions and use that feedback to tweak the Customer Experience. As you already know, excellent Customer Experience is what makes your business stand out from your competitors. In fact, customers today simply expect to be catered to at any given time.

Without really understanding your customers, it is almost impossible to exceed their sky-high expectations in the moments that matter. Simply give your customers a platform to connect with you and reap these benefits.

Here is what you gain out of Customer Voice

  • Get your customers’ feedback on new ideas as well as designs and use it to perfect the final result.
  • Investigate complaints and resolve any issue to turn a frustrated customer into a happy one.
  • Give your customers what they want and not what you think they need.
  • Listen to your customers and get them addicted to your quality products, services and brand.

Decode your customers’ experiences through Dynamics 365 Customer Voice

Here is how Dynamics 365 Customer Voice makes it easier to understand your customers and to also build better experiences. Create surveys while gaining smart insight into your customers’ perception of what your business has to offer. You can brand your survey and also ask any question you want to uncover the experience of an individual customer.

Provide a unique experience for your customers

In short, every experience is unique which makes asking the same questions to all customers unnecessary. Catch the opportunity to dive deep into their experience by including follow-up questions. Picture this. If a customer scores an experience a 2 out of 5 you would be eager to find out what went wrong. In addition, if a customer gives you a score of 4 out of 5 you would ask how the experience could be made even better.

Dynamics 365 Customer Voice easily allows you to branch off and also create follow-up questions based on previous answers and scores. Each survey is tailored to the customer which exactly how you will tackle the challenge.

Get the most out of your insights with Customer Voice

  • Discover customer sentiment, trends, and the relevant metrics to completely understand your customers.
  • Track which metrics matter most to your business, namely Net Promoter Score, customer satisfaction score, and also satisfaction over time.
  • Immerse yourself in the customer profile dashboard with visual insights.
  • Boost customer satisfaction by making the right improvements.

Infuse customer data with your organisation

  • Get your team onboard through unified customer profiles in your customer data platform. Align team members to make the best engagement decisions across all channels.
  • Connect feedback with customer data continuously in other Dynamics 365 apps, such as Dynamics 365 Customer Insights, and Microsoft Power Platform—Power Automate, Power Apps, and Power BI.
  • Share your survey data across your customer data platforms applications, such as Dynamics 365 Customer Service and Customer Insights.


Next-up: HOW CUSTOMER EXPERIENCE TRENDS DRASTICALLY SHIFTED

HOW CUSTOMER EXPERIENCE TRENDS DRASTICALLY SHIFTED IN 2020

Questions on Customer Voice?


Think Digital

Self-service mistakes made during the holiday season

This holiday season certainly is one we will never forget due to the pandemic. The season also serves as an eyeopener for many businesses as they have to deal with the busiest shopping season of the year. Which is an additional challenge to deal with stacked on top of the current situation. 

Yet there lies an opportunity for your business. You can expect a surge in online sales during the last weeks of this year as a direct result of physical stores and offices complying with COVID-19 safety procedures.

Why is self-service crucial?

Nevertheless, that could also mean bad news for businesses if they aren’t prepared for the flood of online traffic. Here is why you need to quickly review and improve self-service options for the hectic season to come. According to Gartner, 70% of customers prefer to solve issues by themselves. However, only 9% succeeds in solving their problems without having to engage directly with customer service agents.


Why self-service channels still need your attention. 

WHY SELF-SERVICE CHANNELS STILL NEED YOUR ATTENTION.

A common misconception about self-service is that they do all the work for you. While it is true that your customer service team can finally catch a break, self-service only works as long as the answers are still relevant and useful for your customers. That is why you need to frequently check if what worked then, still works now.

Here is what you need to look out for:

  • Is your knowledge base still up-to-date? – content with delivery estimates could quickly become outdated since the pandemic is unpredictable. Keep track of these shifts and make sure to revisit and update your articles. 
  • Can your chatbot handle holiday-related sales questions? – the hot topic this year was all about COVID-19 and even chatbots are set-up to answer all pandemic-related questions. But have you thought about the questions your customer might ask about the holidays? 
  • Have you tweaked your automated solutions yet? – Black Friday is a force not to be reckoned with. You might have adjusted your backend and connected systems to deal with this force. Now that it’s over, keep an eye out for what is not functioning anymore such as online order tracking forms. 

Get rid of what doesn’t work for your customer service

GET RID OF WHAT DOESN’T WORK FOR YOUR CUSTOMER SERVICE

Your priority should be to make self-service channels easy to use and to navigate through. The chances are high that when your customers feel overwhelmed they are less likely to reach out to your channels for self-help. Furthermore, this affects their customer experience negatively which you want to avoid happening.

Knowledge base articles for instance are great if they are still relevant and easy to find. But when your customers want a solution, they expect to find one quickly. When they don’t find the answer they simply take their questions to your live channels. As a result, your customer service team has to deal with more pressure.

Watch out for dead self-service channels

Additionally, examine what channels your customers don’t use. When you detect one then it is time to say goodbye to the channel that isn’t living up to its potential. Just make sure to transfer your content to the channels your customers prefer.


How well do you know your customer?

HOW WELL DO YOU KNOW YOUR CUSTOMER?

First of all, your customer’s behaviour has shifted greatly this year as a result of the pandemic. Their expectations are more difficult to meet yet there are things we still can predict for the holidays such as:

  • No time to waste and impatient.
  • Stress fueled by the pandemic.
  • Customer agents have similar feelings because they can’t enjoy the holidays.

How can you still provide answers around the clock while reducing the pressure on customer service?

  • Review all of your self-service channels.
  • Check if the solutions you provided are still relevant.
  • Get rid of channels or anything that doesn’t work or causes confusion.
  • Plan for the months to follow.
  • Monitor if everything flows and works together to ensure a successful holiday season and a strong start to the new year.

What happens to self-service when the holidays are over?

What happens to self-service when the holidays are over?

Have you thought about improving your customer experience now that self-service is the next big thing? This holiday season proves to be a groundbreaking learning experience for many businesses. You should think about launching new self-service channels to prevent the same mistakes.

Take a step back and think about what digital tools could have drastically cut the workload in half. Would a chatbot have been helpful to provide answers at any time?

Ask your customers about self-service

Nevertheless, you shouldn’t be guessing for answers when your customers are your most valuable source of information. Gather the opinions of your customers and ask how they experienced your customer service during the holiday season. Ask them how to turn your customer service into a pleasant and effective experience.

With a simple survey such as Customer Voice you can really discover how your customers feel about your services and enhance the experience.


Questions on how to make customers love your brand?

How Customer Experience Trends Drastically Shifted in 2020

One experience can change your customer’s entire opinion of your brand. Why do these trends in customer experience matter? Continue reading if you want to meet your customer’s expectations with your service and support.


Why is it important to personalise your customer experience with data?

First of all, your customer’s behaviour has drastically changed in 2020. They now prefer to purchase from a company that knows who they are as well as their purchase history.

How can you deliver excellent experiences?

Get personal. In other words, start actively using your customer data in your interactions with your customers. You need to support your customer service agents to give a more dependable and tailored service. Additionally, your agents have to make your customers feel valued.


This is how you can improve your omnichannel with technology.

Nowadays, your customers switch frequently between multiple communication channels and seek quick responses. So, what they expect is no less than high-quality customer service on all of your communication platforms.

Therefore, Artificial Intelligence (AI), Machine Learning and Automation are reported to greatly benefit you in 2020. If you adapt to this change, you will surely reduce the response time of your support team and boost your customers’ satisfaction.

Watch out for generic customer interactions.

It is alluring to choose an automated solution that does all the work for you. However, going digital does not mean less personality. Keep in mind that you should be where your customer needs you. Figure out where a human touch is needed to spice up the experience.


Which communication channels do your customers prefer?

The first thing to point out about social media interactions is that 37% of customers expect a response in 24 hours. This raises the standards of customer service.

As a result, live chats and chatbots are gaining popularity as communication channels. So much so that more businesses are including them to improve their customer service and support.

How you can benefit from Real-time Customer support?

When you respond to a complaint or solve an issue immediately, your customer is more likely to purchase something at the same moment. Overall, quick support boosts customer satisfaction and improves the experience. Which in due time, keeps customers coming back for more.


Customer Self-service is becoming a standard

According to Gartner, 70% of customers prefer to solve issues by themselves. However, only 9% succeeds in solving their problems without having to engage directly with customer service agents.

Which is why Gartner lists self-service as one of the top three priorities for customer service leaders in 2020.

Why your business can win with self-service?

Most customers want to solve problems quickly by themselves and get frustrated when their options are limited. Provide them with the tools to do so and make their search a pleasant experience. Moreover, your customer service agents can free up more time and pour their effort into issues that have urgent or complex solutions.


Questions on how to make customers love your brand?

Summit EMEA Dublin 2018

Day 3 @ Summit EMEA Dublin 2018

As you could already read on our blog, our colleague Laurent Van Aert was at the Summit EMEA in Dublin the past 3 days. Laurent’s diary of the first two days are available on this blog: read his experiences of day 1 and day 2.

Curious how his 3rd day at the Summit EMEA Dublin 2018 looked like? Laurent explains it here:

“Really enjoying the final day at the Summit EMEA in Dublin. We started off with getting some profound insights in how LinkedIn can be deeply integrated into Dynamics 365, showing the immense advantages enforcing both sales as HR performances.

This session was followed with a demo on how powerful PowerApps can be to deliver a specific application for the branches of Metro Bank enabling employees to provide a great customer experience. Of course implementing new systems, apps, procedures and other within an organisation aren’t possible without taking care of the aspect of change management. Very useful insights about this matter were provided in a dedicated session concerning internal (digital) transformation.

Last but not least the Summit ended with a comprehensive and accurate representation of the developments of email integration within Dynamics 365, including the latest alteration of keeping the Outlook client and the enhancements of the fully integrated email function within the new Microsoft Dynamics 365 for Marketing module.

It has been some exciting days and the future is looking bright for sure!”

Would you like to know more about the Summit EMEA Dublin 2018? Get in touch, we’ll tell you all about it!