How to Improve Customer Experience with Dynamics 365

Published July 30 2020 by Ruston Eads

When you think about your business, one of the first things that should be top of mind are your customers – every time. The experience your clients have throughout their customer journey is so integral to the success of your business and as the years progress the expectation of a seamless experience is more than wanted, it’s expected.

So what does this mean? It means the pressure is on to provide and deliver positive experiences from beginning to end. What I want to bring to the table is the notion that improving customer experience should be simplified. It’s understandable that with so many digital tools at your business’ disposal to get a clear view into your customer service experience, it can seem like an insurmountable task. So what then? I’ll tell you, it’s an omnichannel solution that connects all customer interactions with your client relationship management system (CRM)

Customers will tell an average of 15 people about a poor service, versus the 11 people
they will tell about a good experience. And more than half of customers have
scrapped a planned purchase or transaction because of bad service—with 33% saying
that they would consider switching companies after a single instance of poor
customer service.

Here are 5 keys to improving customer experience with Dynamics 365 Omnichannel Customer Service:

  1. Speed – with support from multichannel engagements and timely self-service, swiftness is always a factor.

  2. Convenience – an ease of integration across multiple channels allows engagement from agents on platforms that your customers prefer.

  3. Self-Service – give your customers control of their experience with self-service – no more waiting longer than needed to get in contact with a representative.

  4. Relevance – with data collected from CRM, customers are provided with a highly personalized experience.

  5. Consistency – with more of a seamless integration among multiple platforms, duplicated efforts and disjointed communications are no longer had. Keep communication reliable from beginning to end.

If you’d like to learn more about how Dynamics 365 Omnichannel Customer Service can help you, download this guide: 4 Secrets to Seamless Customer Service with Dynamics 365 

Watch this free on-demand webinar where we exclusively focus on the role of all service use and customer engagement activities tied to customer, field, or project service within Microsoft Dynamics 365/CRM. From case management to Omni-Channel support, this webcast will focus on everything customer care related.

 Webinar: Customer Service – Omnichannel


Ruston Eads is a Microsoft enthusiast with a demonstrated history of accomplishments in business development, pre-sales, project management and consulting.

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