The upgraded release of Dynamics CRM is flooded with immense number of cutting-edge features. Starting from the advanced activity timeline to an interactive layout, the new version of the Dynamics CRM is certainly more exciting to use.
A new and improved customer service hub is one of the other eminent additions to the upgraded Dynamics CRM version. The new version of CRM comes packed with newer ways to access the data, through the Hubs. A plenty of Hubs are available to be used, but the number and type depends on the subscription you opted for. Interactive Service Hub, is now the Customer Service Hub and some other Hubs like the Sales Hub, Field Service Hub, etc. are also added in the new CRM. Hubs can be accessed through the home screen, through the Dynamics CRM Menu and also via the mobile version.
The freshest version of Dynamics CRM is based on UUI (Unified User Interface). UUI offers a very interactive and engaging interface and layout. Plus, every area in this interface has a specific layout. And, the same is for the Customer Service Hub. The hub is explicitly centered on only the Customer Service functions. This makes it easier for the customer service team to focus only on their subject, without getting hassled by the unwanted areas. Also, the customer service dashboard is very clear, and easy to use. The new addition is certainly a value add for any company. Therefore, it is also important to use the new features to the full potential in order to make the most of it.
Different companies have different strategies of engaging the customers, while some like to engage them through impactful social media campaigns, some restrict the engagement to a decent customer service system. However, smart customer engagement allows the business to strengthen the bond that they share with the customer, and also lets them get closer to the customer. The first step of engaging the customer, and offering marvelous customer experience is through the customer support. Therefore, it is important to offer topnotch, and high-quality quality customer support to the customers.
• Don’t let your customer wait
Nobody likes to wait, and especially the customers never like to wait for the responses from the customer support teams. The easy to use, and very interactive new interactive interface of Dynamics CRM allows you to act on the customer queries instantly. No matter how agitated the customer is, quick responses and the effort that you put in to help him always works wonder. Plus, by quickly resolving the issues of one customer, you will get enough time to spend with more customers.
• Study your cases to offer a seamless customer experience
The new Dynamics CRM enables you to create cases for every customer interaction. The case created will have all the details starting from the time customer contacted to the details of the query and resolution offered (if provided). A record of the history of the customer interactions helps the agents to study the case, and offer an efficient solution in a timely manner. Maintaining the record of the cases will also benefit you in the long run, as, if the customer approaches you again for the similar or even for a different problem, it will be easy for you to fetch the required details. The customer will not have to go through the hassle of explaining everything again. The cases created can be merged, assigned to a different person or can be converted to a knowledge base article as well.
Plus, this feature largely helps in maintaining the SLAs. SLAs have a deep impact on the customer service experience offered to the client. Companies which take long to respond to the queries or to solve the customer issues fetch negative feedback from the customers. Therefore, it is advisable to maintain a decent SLA rate.
• Focus on per case basis
The intuitive user interface of the new customer service hub has all the information, combined at one platform. Therefore, it saves the time of the customer service agent to swap through tons of different pages and menus regularly. Thus, this features enables you to prioritize your work. Hence, you can streamline your work flow, and deviate enough time to every case. You may even choose to go extra mile for any customer as you have more flexibility and time in hand.
The improved Customer Services Hub of Microsoft Dynamics CRM is sure to transform the customer service landscape. With the added features, it is now much easier for companies to offer a seamless customer experience to the customers!