Valuable Insights with Dynamics 365
Your job would be great if it weren’t for the customers, right?
The trouble is, good customer service has become the difference between success and failure. It’s also a lot harder to develop a customer service department than a sales team, because you can’t rely on a single superstar to carry you.
That’s why you need to get tactical about turning your customer complaints into valuable insights. Today we’ve got three ways to do that using out-of-the-box functionality in Microsoft Dynamics 365 for Customer Service.
1. Target Your Problem Products
Do you know how many complaints or service issues you had last year for each product or service you offer? If you don’t, it’s tough to proactively address the issues and improve your customer experience over time. That’s why Dynamics 365 for Customer Service makes it simple to track service cases by product and topic.
It’s information your service agents and account managers are already collecting. Dynamics 365 simply gives you a structured place to store it and the ability to report on it. Once you’ve got the information on your common problems, you can take steps to address it, whether that means making changes to the product or simply developing better solutions to existing problems.
2. Build a Knowledge Base
You’ve got some smart people working with you, otherwise you wouldn’t be in business today. Unfortunately, sharing all that knowledge with your customers and customer service team can be challenging. That’s why building a knowledge base inside Dynamics 365 is worth the effort.
Using the native Knowledge Base functionality, you can accumulate solutions for common issues within Dynamics 365. (Protip: Start with issues related to your most commonly serviced products.) Then, you can attach those articles to the service case and email those articles to the customer. This also makes it easier for you to remember – or other service agents to confirm – which solutions have been tried on persistent problems.
Keep in mind, the burden of stocking the knowledge base will fall on your most experienced employees in the early days. They’re probably going to fight it at first, but this process is necessary if you want to share that knowledge internally – no matter which platform you use!
3. Identify Your Support Stars
Okay, this involves two basic features of Dynamics 365 for Customer Service, but it’s still a simple proposition. Tracking ownership of Cases and the time on related Activities allows you to easily report on who’s closing Cases and how long they’re spending to resolve each one.
With that information in the system you can report on who’s getting the highest first response close rate or who’s burning time on simple issues. That’s the information you need to identify your top service agents and what you should be coaching the others on.
According to research collected by Help.com, it costs roughly 6x more to acquire a new customer than it does to retain an existing one and customer service agents can handle an average of 5x more accounts than a salesperson (for a fraction of the cost). If you’re not using you customer service data to make decisions, you’re missing an opportunity.
Looking to deliver some amazing customer experiences? Check out our eBook 17 Amazing Customer Experiences Delivered With Dynamics CRM.