Introduction
Microsoft Dynamics 365 Customer Voice provides a flexible and powerful tool to help organizations gather feedback by using online forms, giving them a way to request and gather survey responses from clients. In the simplest method, organizations can send customers a direct link by using email, asking them to provide their opinions on a specific moment or interaction that has recently occurred.
Knowing how clients feel about an organization, a specific team within the company, or a particular product or service that they have used means that organizations can conduct analysis after these responses have been collected. Then, the organization can take actions to improve future interactions or take steps to ensure that the same levels of service are maintained.
Ways to obtain and analyze feedback that is useful and informative include:
Using Microsoft Power Automate to send survey invitations after a support case has been closed.
Adding post-chat surveys to Omnichannel for Customer Service.
Reviewing the customer satisfaction (CSAT) report in Microsoft Dynamics 365 Customer Service Insights.
Dynamics 365 Customer Voice responses are stored in Microsoft Dataverse, a cloud-based storage that is used by many other aspects of Microsoft Dynamics 365. For example, anyone who uses Microsoft Dynamics 365 Sales or Microsoft Dynamics 365 Customer Service will have access to survey invitations and survey responses directly from contact records in their related Dataverse environments. Then, they can review responses directly from within Customer Voice or through tools like Power Automate, canvas or model-driven apps from Microsoft Power Apps, and from a Microsoft Power BI dashboard or report, if necessary.
Knowing the appropriate time to request the correct feedback is important. A poorly timed request can result in the customer providing feedback out of frustration, or worst, ignoring the request entirely. For example, asking for feedback about a case that is still ongoing is poorly timed. If the customer's issue is still not resolved and is causing them irritation or annoyance, asking them how it's going will most likely lead to a negative response. Waiting until the case is settled and has a resolution will potentially mean that the customer can pause and consider each aspect of the customer support experience more objectively.
This module will provide various ways for you to gather customer feedback by using various methods and using different aspects and tools from Microsoft Power Platform and Dynamics 365.