Being connected to your customers and getting their feedback is an essential part of business now. How will you stay agile and enhance your processes if the people you’re selling too can’t tell you where to improve? A recent survey by Microsoft showed that 90 percent of customers want to provide feedback, while only 54 percent of them are rarely given the opportunity to share. In a time where in-person feedback opportunities are limited to obtain, having an online platform to collect customer thoughts is crucial.

What is Dynamics 365 Customer Voice?

Now Microsoft are helping businesses easily capture customer thoughts and suggestions with the use of Dynamics 365 Customer Voice. The application, formerly ‘Forms Pro’ has been re-branded and designed to provide you with a quick and easy platform to collect customer feedback, allowing you to better understand and track your service levels with defined metrics.

Ready-to-use, but fully customisable templates are offered for the four most common feedback scenarios, helping you collect feedback immediately:

  • Periodic Customer Feedback
  • Post-delivery
  • Post-visit
  • Post-support call

To incorporate all customer requirements, Customer Voice surveys are fully responsive and available through email, SMS, web, and mobile

Using Customer Voice with Dynamics 365

It’s all well and good collecting feedback, but the suggestions that you are given need to be applied to your operations—since this can span across any and all business processes, you need to incorporate and align this feedback across all your business applications. Luckily, Customer Voice include built-in integrations with all Microsoft Business Applications including Dynamics 365, Microsoft Power Apps and integrations to any external third-party application through Microsoft Power Automate.

Integration with Power BI allows you to create specific dashboards and reports, allowing you to monitor feedback in real-time and check your progression as you significantly improve your customer satisfaction.

How much does Customer Voice cost?

  • For Dynamics 365 Customers — Customer Voice is included for 2,000 survey responses per tenant/month
  • For Office 365 Customers — Customer Voice is £75.40 per 2,000 survey responses per tenant/month

 

“Using Dynamics 365 Customer Voice, we were able to rapidly build a solution to survey our 84,000 team members in the early stages of the COVID-19 pandemic. With the data we were able to make informed business decisions that allowed our team members to safely return to work building cars and trucks.” — Trever White, Toyota North America

From the introduction of Customer Voice, you can see Microsoft are working towards a completely comprehensive tool suite for businesses. Allowing you to have full functionality for running, monitoring and improving all your business processes from the same single solution, Dynamics 365

If you’d like to read more about Customer Voice, or the Dynamics 365 platform, please refer to the links throughout the article or check out the overview video from Microsoft. Alternatively, if you’d like to see a demonstration of the solution in action, simply post your details in the contact form below and we will be in contact with you shortly.

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