The advent of digital in recent years has pushed companies to no longer ignore new trends that are transforming the entire industry and to evolve their sales model and change their communication strategies with customers towards an omnichannel experience .
Indeed, the more technology progresses, the more it integrates into our lives. And as we move forward on the path of innovation, we will see technology take more and more place in our daily lives and in those of our customers, in their habits and behaviors.
From a multi-channel strategy based on the creation of multiple cross-channel, cross-channel contact points, customer service players have had to adapt the digital customer relationship to respond to the new customer journey and new omni habits. -customer with omnichannel .
1. What is an Omnichannel experience
It has become common for customers to shop for a product or service and contact customer service, across multiple channels. Marketers, salespeople and customer service representatives had to react.
So, and instead of thinking about a different experience for each platform: desktop, mobile, tablet and smartwatch, etc., they chose a more holistic and transparent approach, an omnichannel strategy, in order to follow the evolutions of their environments. and to offer a more personalized experience adapted to the wishes of customers.
An omnichannel strategy is a multi-channel approach to sales, marketing, and customer service that involves delivering an integrated customer experience, bringing together customer experiences and the full range of possibilities offered by the offline and online world.
Companies that use this technique align their practices, messaging, goals, objectives, and communications across every channel and device. Which can be a valuable asset for companies looking to provide a better customer experience.
2. Why an Omnichannel strategy?
Customers today have higher customer relationship expectations than ever before.
Omnichannel experiences take into account each platform and device that an omni-customer uses, successively or simultaneously, to interact with the company via: website, application, physical point of sale, email, SMS, social networks, etc. . to get information, book, pay, request assistance, report an incident, etc. aiming to create a consistent and aligned experience across multiple platforms and provide an integrated experience.
The omnichannel approach uses the perspectives and interests of customers to maximize the effectiveness of the company's customer service. By uniting the strengths of each communication channel, marketing and customer service teams can use different communication tools to deliver a more consistent brand message and more effective service.
3. What is Microsoft Dynamics 365 Omnichannel for Customer Service?
Today, customers want a combined customer experience online, in-store, with the mobile app, social media and more.
Microsoft Dynamics 365 CRM extends omnichannel capabilities to enable businesses to deliver dynamic, connected customer support across all channels.
Dynamics 365 Customer Service, with its omnichannel feature set, continues to help businesses reimagine their customer service.
A new possibility in customer service where web channel, phone, virtual chat, live chat, email, self-service and community support are brought together to provide the customer with a seamless and integrated experience by experts.
Omnichannel for Customer Service is an application for Dynamics 365 Customer Service. It provides a single interface for customer service to support customers instantly via:
Direct chat (integrated on the company website or in the Dynamics portal).
Social networks (Facebook, Twitter, etc.)
SMS
Microsoft Teams
Personalized messaging channels.
4. How is Dynamics 365 transforming customer service with its omnichannel capabilities?
Several features are added to Microsoft Dynamics 365 Sales, Marketing and Customer service through the highly customizable Omnichannel application.
In addition to providing customers with a convenient way to access different support channels, Omnichannel has a series of features that help guide the customer through the support journey and provide the agent with the tools they need. needs to effectively resolve requests.
The app has enabled connected, proactive and predictive customer service through the integration of IoT diagnostics with virtual agents that can be configured to enable verification of customer credentials, offer solutions, and more. and through the integration of direct agent chats and proactive chats that allow customers to be automatically invited to a chat session if they visit a certain page, have stayed on the page for a certain time, or have visited a page several times.
And using a centralized database, this omnichannel service helps ensure consistent and seamless interaction with customers across all channels.
This way, conversations can be continuously managed, allowing customers to pick up where they left off on one channel and continue the experience on another.
Thus, conversations can be managed continuously, allowing customers to pick up where they left off on one channel and continue the experience on another.
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