As we approach the release of Microsoft Dynamics Customer Relationship Management (CRM) 2016, we are learning more about its new and updated features. Heightened customer service capabilities in CRM is a big theme with this release. Two new updates include Microsoft’s Azure Machine Learning and greater customer service dashboards with Microsoft Social Engagement insight.
The goal for including Azure Machine Learning is to close the gap between customers and the company. Today, customers often prefer to have a self-service option for simpler problem resolution. When the issue becomes more difficult, only then will they approach a representative to assist them. Azure Machine Learning will give customer service professionals analytics-driven intelligence and knowledge-management resources to use while resolving the difficult, involved issues from customers. It uniquely identifies patterns to improve overtime. This means that as the customer service team utilizes the resources, the system learns topics customers are requesting most and provides a robust library of information to pass along to address customers’ concerns.
The release will also have more interactive customer service dashboards for both tier-one and tier-two agents. These dashboards will provide real-time information and visual, interactive charts to best serve them and their customers. Customer service agents will have all the tools to interact with their teams and customers wherever they are. This includes the capabilities of Microsoft Social Engagement, which tracks customers talking on Twitter and Facebook about their customer service and product concerns. They will be able to convert issues found on social media into customer service cases for quick resolution and insight. Also included in the customer service success center with this new release is Office 365, Power BI, Skype for Business, Yammer and Excel.
With the greater customer service integration in Microsoft Dynamics CRM 2016, companies will be able to adjust their practices and address repeated problems, improving overall performance.
Once customer service professionals feel more confident in the breadth of knowledge they can provide customers with any issues that arise and be more empowered. This empowerment has the potential to lessen the annual turnover rate in customer service, which currently sits at 27 percent. This upcoming release will put the power of customer service in the agents’ hands.
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