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How Consumer Behavior is Driving Transformation in Customer Service


How Consumer Behavior is Driving Transformation in Customer Service

Post Author: Joe D365 |

Here’s the thing – and there’s really no getting around it: an organization’s legacy systems might provide the capabilities and functionality to keep the business afloat, but they almost certainly lack the flexibility and customizability needed to meet the ever-increasing demands of the modern consumer. Add in the cliched disparate systems, lack of integration, and siloed data, and you’ve got a recipe for disaster. And on that note… welcome to our three-part series exploring different Microsoft technology solutions that can serve up a much better recipe: one for delivering the type of world-class customer service today’s consumer demands!

Dynamics 365 Customer Service

Across every industry, consumer behavior has evolved dramatically with technology. Type a phrase in your web browser and you can find anything in seconds. Use your phone app, and you can have a ride to anywhere within minutes. Choose any retail giant, ok mostly Amazon, and you can have anything you want delivered to your front door within hours. Consumer expectations have never been higher.

How does this all impact consumer behavior and what is driving transformation in customer service delivery? Consider this: businesses that have held on to the belief that customers will remain brand loyal regardless of a bad (or even just a mediocre) customer experience are in for (or have already suffered) a rude awakening! In fact, in the most recent Microsoft Global State of Customer Service, more than 90% of respondents indicated that customer service is important to their choice of – and loyalty to – a brand. Moreover, if service fails to live up to expectations, 58% of customers will sever the relationship. We now live in a world in which decades of loyalty can disappear in the shadows of one disappointing interaction.

So, what does this mean for today’s businesses? Fortunately, the technology that businesses rely on to deliver customer service has – just like consumer expectations – evolved at a staggering pace in recent years. As the need for agility, adaptability, and modernization has increased, technology has evolved in lockstep. Telephony and green screens have been replaced with state-of-the-art chatbots and mobile apps. Microsoft’s customer service technology stack, for example, is brimming with tools and solutions for every component of service delivery: Customer Insights, Customer Service Insights, Omnichannel, Customer Voice, Power Virtual Agents, and the grandaddy of them all, of course: Dynamics 365 Customer Service. This powerhouse solution:

  • Empowers your customer service agents to be more efficient and effective.
  • Personalizes interactions to increase loyalty and effectiveness.
  • Automates and streamlines predictable inquiries.
  • Unifies all your customer data for a single view of your customers.

Access to real-time data empowers management teams to make midstream adjustments. Deriving key metrics easily and efficiently means being able to make evidence-based, in-the-moment decisions that positively impact organizational results. That’s how a business (small, medium, and enterprise!) competes today, and it begins with a shift in infrastructure: a digital transformation to Microsoft Dynamics 365 Customer Service and all of the supporting Business Applications that make it the best integrated and value-add solution on the market today.

Oh, and once you make the commitment to Dynamics 365, it’s not a bad idea to partner with HCL-PowerObjects. We’re Microsoft’s Customer Service Global Partner of the Year for two years running (shameless plug – apologies).

In part two of this series, we’ll take a closer look at how Omnichannel is capturing the all-important customer journey across the channel experience and what that means to stay ahead of the customer service curve. Talk to you in May!  

Joe CRM
By Joe D365
Joe D365 is a Microsoft Dynamics 365 superhero who runs on pure Dynamics adrenaline. As the face of PowerObjects, Joe D365’s mission is to reveal innovative ways to use Dynamics 365 and bring the application to more businesses and organizations around the world.

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