For many organisations, interacting with customer service departments is something that can be perceived to be difficult and time-consuming. The traditional idea of customer service revolves around manual processes and lengthy waiting times for employees to respond to customers.
Today’s customers require fast, friction less experiences that fit in with their busy lives. They don’t want to take time off work to schedule in-person appointments or post forms. And they don’t want to wait days for questions to be answered and problems resolved.
There is an answer to this problem. Technology can help solve these customer concerns and provide a premium user experience. By modernising systems, businesses can streamline processes for internal teams and exceed customers’ expectations.
Businesses that focus on engaging customers using technology will have the significant advantage of offering a more streamlined experience.
Phasing out legacy systems and embracing cloud software allows companies to build systems that are agile and customer-centric. Digitally empowered companies are finding that they can better monitor and serve their customers and give them the personalised service they have come to expect in today’s marketplace.
Cloud software provides a secure environment that can help eliminate disconnected services and multiple touchpoints for customers, while delivering a higher degree of self-service. A blend of artificial intelligence and automated workflow processes is a cost-effective solution that reduces human error and ensures rapid resolution of customer issues.
With this type of solution, companies are able to ensure their online and offline experiences merge together seamlessly across physical premises and online applications to suit the needs of individual customers. Instead of having to deal with restrictive office hours, customers will be able to enjoy a 24/7 service that lets them access the resources they want, when they need them.
Embracing technology to deliver optimum customer experience
Dynamics 365 encompasses all these features and more. In addition to being a system to help customer service, Dynamics 365 can be used to actively involve customers and promote the growth of a digital audience through subscription services and social media. Customers have the opportunity to get more involved with a company and stay informed. By subscribing, they can be updated regularly with content that is relevant and important to their needs. Customers are able to receive alerts about important dates, policy changes, and any news that might affect them.
Dynamics 365 also streamlines the workplace. In an environment with often limited resources, employees will find they are able to do more with less and transform the way their customer service management is handled.
Staff can enjoy less of the tiring, repetitive administration tasks to focus on providing a higher level of personal service. Workplace resources can be prioritised and channelled into areas that need them the most, while the automated systems take care of the rest.
Embracing technology in your company is the best (and really only) way to deliver the customer experience that today’s customers need and desire. Businesses are under pressure to provide customers with access to the same convenient online services they have come to expect from other leading businesses in today’s fast-paced digital landscape.
Dynamics 365 cloud software can help future-proof businesses by enabling them to keep up with, and in many ways exceed, customer expectations.
Accelerate your business growth and reimagine your business processes with Datacom and the power of Microsoft Dynamics 365. Connect all parts of your business and seamlessly optimise your customer relationship management (CRM) and enterprise resource planning (ERP) capabilities with the guidance of Datacom’s expert teams. Talk to us today.