For businesses, customers are always at the heart of everything they do. But even after following the customer-centric approach, more often than not, businesses feel that they are lacking in providing high-quality and personalized customer service. They are not able to deliver the desired customer satisfaction. This simply means that businesses are unable to establish an effective connection with their customers. In order to bridge this gap and get their heart beating, businesses are ready to use any tools and services that will help them offer their customers the best experience.One such way of offering customer satisfaction is by leveraging the best in class, Dynamics 365 Customer Portal. It will offer the best support to your customers anytime, anywhere and help you maintain the continuous contact with them that was somewhere missing. Dynamics 365 offers AI powered functionality and high-engineered tools, so that your business can deliver consistent service and a personalized customer experience. This will help you nullify your guess work and make decisions based on facts and data.
First, let us understand what Dynamics 365 customer portal is?
What is Dynamics 365 Customer Portal?
Dynamics 365 customer portal is a packaged solution that has tools and solutions to help you provide the best solution to all their problems. The AI powered system will showcase the products based on their search history. Thus, it will personalize their experience on your portal. It will also offer self-service guides and valid content for customers to find solutions to their problems, at their own pace, without even bothering your support reps. The customer portal of Dynamics is designed for all kinds of businesses that offer customer support. Basically, all business that deals with customers directly requires support.
Benefits of Dynamics 365 Customer Portal
Providing the customers with an efficient solution is crucial for your business’s profitability, reputation and customer base. Let us have a look at some of its benefits in order to understand why your business needs it.
Self-service
Everyone shopping online has one thing in common, buying at their own availability. Generally, customers want to solve the issue by themselves. The stats show that 79% of people want websites to have a self-service portal. All they need is a portal that they can easily navigate and understand.
Offering them the content that they can refer to and resolve the problem can extensively reduce the incoming call volume. The reduced number of incoming tickets might be a relief for your customer-service center. Thus, they can focus on more important stuff that actually requires assistance.
Improve the Engagement With Customers
The AI behind understanding the logic of what products, advertisement should be shown to the customers in order to attract them is used by Dynamics 365 in an amazing way. It makes the customer portal highly interactive. The portal has the ability to integrate the CRM data of customers search history, filters, time spent on a particular product or category and other important information. This information can be used to show the products that your customers might want to see. This will help you in engaging the customer by offering them what they might want to see.
Offer the Best Customer Experience
The ultimate thing that makes customers happy is them getting answers within seconds. So, when a customer tries to contact your customer care for reasons like refund issues, order related issues, availing warranty or guarantee and they are receiving quick responses from your end then they are surely going to be satisfied with your service. This will make them come back to you and order again. And also recommend it to their friends and family. Hence, this means that good customer service, good feedback from customers does help in improving customer retention rate. It is one of the pillars in making a business successful and Dynamics 365 customers portal is one such platform that helps you build strong pillars for your foundation.
Team Members are Well Prepared
There is a lot of unwanted confusion and uncertainty we can avoid if all your team members are on the same page. The Dynamics 365 customer portal allows you to organize the resources in a way that you have information divided according to team members’ roles. Thus, all your team members will be well prepared and they do not have to struggle in finding the relevant data. Thus, educated team members, when well-coordinated, can work as the strength for your company. It will improve the efficiency of the work done towards achieving the best results for your business.
Mobile-friendly
Majority of your customers are going to be accessing your portals through mobile phones rather than laptops. So, it is extremely important that the user interface of the portal is mobile responsive. This is what Dynamics 365 customer portal offers. Their portal is mobile friendly and the pages load quickly, so that no customer runs away before your page even loads. Thus, more customers will like to scroll on your website, resulting in more engagements and more conversions. Hence, the thought of offering customers everything online, where they can access it anytime, anywhere can be executed by Dynamics 365.
Manage Data Efficiently
Businesses with a huge customer base often face difficulty in handling the huge amount of data. Also, the business that has started scaling also needs to start managing all the data in a better way. It is not humanly possible to send email and reminders manually to each customer after they perform any kind of action from their end. The portal will centralize all the data and manage them properly.
All the information that a customer knows after making the purchase can be seen on their profile itself. Also, certain emails like order confirmation, invoices, or other important information can be automated, so that your staff do not have to manually do it. You can also notify your customers about order status so that they don’t have to bother contacting your support reps on what is happening with their order.
Reduce the Number Errors
Large business means dealing with a huge number of customers, vendors and their data. You do not want to send wrong information to your customer. When the support reps have to deal with such a large amount of data, the chances of error increases. There can be a huge mishap from your end impacting the brands identity and sometimes causing breach of confidential information.
That is where the portals play a significant role. The portal collaborates with the CRM seamlessly which displays the data of the particular search on the custom dashboard. Your team can directly share information from there, eliminating the chances of error.
Additional Benefits
Apart from all the benefits that we discussed above, there are other benefits too. It boosts productivity of your team members due to automated processes. You will see a reduction in the number of incoming tickets due to self-service. You can ask for feedback from the customers after they confirm the order or ask for any support from your team. This will give you the idea of where and what changes are required. This benefits your business in improving faster. The managers can analyze the data and reports that portals generate for better strategy planning and fixing the gap if any.
Conclusion
When businesses are trying their best to deliver the best to their customers, Dynamics 365 portal can be your best partner. It will offer all the good things that will help you enhance customer engagement and offer world class customer experience. And at the same time, help your business with automation and AI powered features to make better decisions.
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