Customer engagement is about involving customers beyond the commercial relationship. Engagement occurs when customer expectations are exceeded, when the relationship goes beyond acquisitions, products and services. It is about offering them value, providing relevant information and improving the overall experience.
Therefore, we have compiled a list of 5 Dynamics 365 plugins to help you build an effective customer engagement strategy.
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Calendar 365
Brands looking to improve customer service need to be aware of time and how its management impacts their relationship. And this is what you will achieve by using a Calendar 365.
The calendar application gives your team the ability to organize and plan their meetings productively.
An example of this could be using it to comfortably set advance reminders that remind customers of their recurring purchases, payment of pending bills, scheduled meetings or other activities. To the extent that we make staff work easier, customer service improves.
Calendar 365, one of the Dynamics 365 plugins, helps you manage the calendar of your activities with customers, accounts, meetings, etc., all in one place. Features such as activity management, shareable calendar, customer calendar, resource scheduling and real-time reminders ensure performance, productivity, transparency and healthy relationships.
Maps Connection Plugin
Sometimes, the business use of small applications can bring great value to the company through small details.
A maps plugin is a mapping tool that provides your field representatives with all the information they need to communicate with customers, prospects and account managers, and ensure everyone is aligned.
A maps plugin will help your company visualize data on the map and study it at different levels. This allows you to get an idea of what is working, which strategies need to be reworked, the degree of customer satisfaction and much more. You can even share optimized routes with your field representatives to help them reach customers on time.
Another feature that helps improve the performance of your sales representatives is territory management. You can assign tasks and territories based on availability, performance, time and other factors.
Likewise, Maps connection plugins are especially useful when used by field service teams. Customer location assistance requires proper planning based on the number and proximity of work orders, as well as the skills and availability of field teams.
All these features together help improve the customer experience.
Chatbots
Many companies are investing in chatbots because they provide their customers with quick solutions and promptly respond to customer queries without time or schedule limitations.
By using a chatbot, your support team can be freed from all manual tasks. A chatbot improves your customers’ engagement by answering questions, offering solutions and building relationships through chat.
Chatbots can process a lot of information in less time. They reduce person-to-person interactions, eliminate time-consuming tasks, offer smooth customer journeys and humanize brands. You can integrate them into your website or your self-service portal.
Smart Alerts
As we mentioned earlier, engagement requires keeping customers informed about activities and events.
Smart alerts allow you to create, manage and track notifications across different channels. The application allows you to create alerts by announcement type, channel, alerts by user segment, etc.
An example of this could be sending reminders to your customers about opening hours on public holidays. This alert can be sent to a specific person, to specific groups of users, or you can create mass alerts for the entire company. You can even track alerts, which helps you drive productivity and engagement.
Self-Service in Technical Support
Self-service in after-sales support is a great invention for those customers who want to quickly and independently find a solution to the problems they encounter.
For this type of user, investing in a self-service portal that allows users to help themselves is an excellent idea.
Features such as AI chatbots, knowledge base, collaboration tools, etc., will ensure that your customers receive the support and service they expect.
Undoubtedly, the possibility of communicating with internal teams and other customers, and sharing their preferences, new ideas and solutions to problems, increases customer engagement.