- [Narrator] In this
video, I'm going to show
the capabilities for
Dynamics 365 Customer Voice.
I'm going to walk through
a scenario about Emily,
who's a Global Sales
Operations Manager at Contoso
who would like to gather
feedback from her B2C customers
after they've made a purchase.
She gets started to create her
survey with Customer Voice.
Emily sees a list of
ready-to-use project templates
that include industry
best-practice survey questions,
pre-configured satisfaction metrics,
and workflows for
Dynamics 365 applications.
Noticing that the
Periodic Customer Feedback
is based on Forrester Customer Experience
Best Practice Research,
Emily wants to preview what
the project looks like.
She sees that it contains question,
as well as the fact that this template
includes an out of the
box automated workflow.
Since Emily is using Dynamics 365,
Customer Voice automatically connects her
to the Dynamics system.
She can confirm the selection
or pick another Dynamics instance
to set up the automated survey.
Based on Emily's selections,
Customer Voice automatically creates
an out of the box project
based on her selected template
that is pre-configured to
especially meet her needs.
One of the new experiences Emily notices
when she begins to customize her survey
is that she's now offered
the new functionality
of satisfaction metrics.
Wanting to measure customer
experiences consistently,
Emily opens the first metric.
She see's that it is linked
to the first question on her survey.
Emily can also setup an
alert to get notified
when the response is low.
That way, she can follow up with customers
and make sure that she resolves
issues in a timely manner
to maintain a positive relationship.
Emily then uses the power
automate integration
to automatically send the survey
out periodically over time.
She's able to review the survey results
and see email analytics,
such as how many customer open the email
or who hasn't read it yet.
Now that Emily has made
the adjustments she needs,
and her survey has been sent,
she can monitor the customer
satisfaction results
as they arrive.
She's able to see the latest data,
as well as the trends over time.
Making sure that Emily acts
fast on customer needs,
she opens the alerts page
to check out the issues.
Emily notices an alert from Dawn,
a customer she has worked with lately.
Given that Emily has
customer insights already,
she's able to open Dawn's Profile
directly on Customer Voice
embedded within the experience.
Emily can see Dawns recent activity.
She can also open the full
survey response from Dawn.
She needs to follow up
with Dawn right away
to not lose her as a customer.
Once Emily speaks with Dawn,
she updates the status on
how that conversation went
and resolve the alert
right then and there.
Emily heads to the homepage to
see how others in her company
are resolving issues.
Beyond defining metrics
for low scoring responses,
Emily can also define alerts
for positive customer responses.
Emily's peers that have
supported the happy customer
will be automatically shown
as customer champions.
Emily can give recognition
to those peers through kudos.
Through Emily's use of her new projects
and tracking metrics with alerts,
Emily can help build the culture
of customer obsession at her company.
To learn more about
Dynamics 365 Customer Voice,
go to aka.ms/CustomerVoice
and try it today.
