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Deliver authentic customer service with Dynamics 365

Human interaction is at the cornerstone of every experience and today’s world has dramatically shifted what that means. Customers expect each touchpoint with businesses to be authentic, timely, and efficient, which has led to a rapid acceleration of customer engagement tools. Perhaps most important is customer service scenarios, where businesses must act on customer feedback…

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Human interaction is at the cornerstone of every experience and today’s world has dramatically shifted what that means. Customers expect each touchpoint with businesses to be authentic, timely, and efficient, which has led to a rapid acceleration of customer engagement tools. Perhaps most important is customer service scenarios, where businesses must act on customer feedback to deliver in the moment. However, many businesses are falling short on this key activity, leading to more dissatisfaction and inefficiency.

61 percent of companies don’t close the loop with customers who gave feedback (Forrester)1

Customer service is paramount to the success and longevity of customer relationships. That’s why Dynamics 365 Customer Voice brings powerful data, sentiment, and satisfaction analysis to Dynamics 365 Customer Service. With easy-to-use tools, your team will be empowered with the right information at the right time. To learn more about how to get started using Dynamics 365 Customer Voice with Dynamics 365 Customer Service, read our free e-book, “The Power of Knowing Your Customers.”

Panduit boosts loyalty by automating surveys 

Companies that emphasize customer service are at the forefront of delivering great experiences. They adapt their systems to meet customer demands while elevating how they operate in a digital environment.

Panduit, a global electrical and network infrastructure manufacturer, took this to heart as they rebuilt their customer service group into a broader customer experience organization. With Dynamics 365 Customer Voice and Customer Service, Panduit built a single platform to create a data-driven culture centered on the customer. They used survey results to track its Net Promoter Score as a strategic way to monitor overall customer sentiment and loyalty.

“For us, Dynamics 365 trumped its competitors because it’s such an easy platform to use. Now that [our customer service teams] get near real-time feedback in the voice of the customer, our advocates understand exactly what they need to change or continue doing” – Jim Dillon, Director of Order Fulfillment, Panduit.

A connected service and voice of customer program doesn’t just impact the customer’s experience, it positively shifts how the company operations. Streamlined data and real-time insights into the customer make exceeding customer expectations simple, freeing up time for developers to work on other impactful projects. No longer can silo data be an effective form of understanding customers, and companies need to shift their systems into comprehensive platforms to provide the best customer experience.

Read more about how Panduit used Dynamics 365 to understand their customers.

Accelerate empathy and effectiveness of agents

Your customer service department is arguably the doorstep to your brand, products, and perception. From online chats to support agents, each avenue is a make-or-break moment for the customer and their relationship with your brand. These moments are built on two things: empathy and efficiency.

Dynamics 365 Customer Voice maximizes the effectiveness of the support you give customers, creating tailored interactions and cultivating longevity. Within Dynamics 365 Customer Service, chat agents can send surveys after a purchase or service, automatically capturing direct feedback. Additionally, surveys can be created as a feedback and customer service mechanism, giving businesses the opportunity to resolve complaints. Watch the video below to learn how to easily use surveys in Dynamics 365.

Agents who have access to automatically analyzed feedback from Customer Voice can help customer service departments continually understand their customers. And, with automation tools, agents can gather satisfaction scores and utilize the data to create more effective and efficient service calls and support chats. True digital transformation of customer service departments starts with the customer and with quality data, but ends with authentic connections. The technologies of tomorrow can create unparalleled value for organizations as agents can continually learn about the customer, improve their own effectiveness, and elevate brands.

The future of connected customer service

Connectivity is essential in a digital-first world, not just with customers but within companies. While each department has its own responsibility, they can all interact with the same singular customer making it critical that everyone is aligned on who that customer is, what their satisfaction is, and how to deliver on their wants and needs. A connected environment increases the chances for a positive experience, even in situations where a response is needed quickly.

63 percent of companies don’t have a cadence of sharing in line with decision making (Forrester)1 

Aligning technologies across the department, from voice of customer solutions to customer service solutions to your customer data platform, creates a wealth of unified data that all agents can tap into. This can create a level of consistency and proactiveness unmatched by competitors. Connecting technologies isn’t just about aligning on data, it’s also elevating the knowledge of agents and their understanding of customers. The future will demand tailored, consistent experiences, and creating a comprehensive solution that pulls all your data together for every scenario will leave a lasting impact on your valued customers.

Learn more

To learn more about listening to customers and aligning data across your organization, visit the Dynamics 365 Customer Voice website or start your free Dynamics 365 Customer Voice trial today.

To learn more about delivering great customer service, visit the Dynamics 365 Customer Service website or start your free Dynamics 365 Customer Service trial today.

Download our free infographic to learn more about Dynamics 365 Customer Voice.

1- The State Of CX Measurement And VoC Programs, 2020, Faith Adams, Forrester, May 3, 2021.

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Facebook: Recognizing Global Accessibility Awareness Day

As an avid outdoor enthusiast and firefighter, Carly P. has always loved being active. After a life-changing injury paralyzed her from the waist down, she felt lost. Carly recaptured her passion for being outside and found a community of people like her through the nonprofit organization Catalyst Sports. Now, she uses Catalyst Sports’ Facebook page…

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As an avid outdoor enthusiast and firefighter, Carly P. has always loved being active. After a life-changing injury paralyzed her from the waist down, she felt lost. Carly recaptured her passion for being outside and found a community of people like her through the nonprofit organization Catalyst Sports. Now, she uses Catalyst Sports’ Facebook page to spread awareness and share local recreational opportunities for people with physical disabilities.

In addition to providing community to people with disabilities, we’re also working to make the digital world more accessible. 

We will demonstrate our latest accessibility features today at our annual Accessibility Summit. Join us at 10:00AM PT for this livestream on the Meta Accessibility Facebook Page. In addition to product demos and updates, we will host an interview with Molly Burke, a digital creator and blind advocate.

Through a video series on the Meta Accessibility Facebook Page, we’re highlighting how people with disabilities connect and build communities through our technologies, much like Carly. We’ve created both the captioned and audio described versions of these stories.

Today, we’re recapping advances we’ve made over the past year to make our technologies more inclusive. 

Meta Quest

  • Audio Accessibility
    • Audio balance: This option enables you to adjust the balance of the left and right audio channels for comfort, and to better match your ability to hear in each ear. 
    • Mono Audio enables you to hear the same audio from both the left and right speakers on your headset. 
    • You’ll find both features under the Accessibility tab in your headset’s Settings menu.

Product mock of audio accessibility on Meta Quest

  • Adjust Height  
    • This feature allows you to experience VR from a “standing” vantage point even while reclining or seated. This can improve the VR experience for people who use wheelchairs, have limited mobility or are unable to use the Quest headset while standing. 
    • We first introduced this as an experimental feature (called Raise View) last June and have now made it permanent after receiving positive feedback from the disability community. 
    • You can find this feature in the Accessibility tab in Quest’s Settings menu.

Portal

  • Video relay service (VRS)
    • In December, we began supporting video relay service (VRS) applications on Portal  for people who use American Sign Language (ASL), through a collaboration with ZP Better Together.
    • Through the ZP apps on Portal and human interpreters, people who use American Sign Language can now easily communicate in both English and Spanish. 
    • Portal’s unique AI-powered camera always keeps you in frame and in focus, even when you’re moving, so your face and hands can always be seen.
  • Captions
    • We’ve also added customizable closed captions for streamed content on TV and Touch, as well as added support for live captions into integrated work productivity apps Zoom and Workplace Live.

Instagram

  • Auto-generated captions for Feed videos
    • In March, we introduced auto-generated captions for Feed videos on iOS and Android in English, Spanish, Portuguese, French, Arabic, Vietnamese, Italian, German, Turkish, Russian, Thai, Tagalog, Urdu, Malay, Hindi and Japanese to start. 
    • More importantly, captions are automatically turned on by default when a creator uploads a video to their Feed. Over 140 million videos were created with auto-generated captions in the last 30 days.
    • Creators retain the ability to turn captions off when they choose and viewers can turn captions on or off using on-screen controls.

Product mock of Instagram auto-generated captions

Stickers on Facebook and Messenger

  • We added alt text descriptions to the more than 10,000 stickers available on Facebook and Messenger, making it possible for people who are blind and visually impaired to understand and use them. 

Avatars

  • Earlier this year, we introduced the ability to have your same avatar across Facebook, Instagram, Messenger and Quest. 
  • There are also new avatar options, including over-the-ear hearing aids and cochlear implants in addition to more face shapes, skin tones, expressions, and stickers. 
  • Wheelchairs are now available as stickers on Facebook, Instagram and Messenger so your avatar can better represent who you are or who you want to be.

Product mock of accessibility features of Avatars

Open Source

  • Lexical is a JavaScript framework built to improve text editing on Facebook, WhatsApp, Messenger and Workplace, with accessibility as a priority. 
  • In April, Lexical was released into open source to allow the rest of the world to benefit from these improvements. 
  • With this new framework, people can express their ideas in text via dictation, and readers can experience character-by-character navigation — a feature previously unavailable in similar editors.

Reality Labs Research

  • We’re exploring how improvements in audio quality can enable more realistic presence and perceptual superpowers in augmented and virtual reality— technological advancements that can also help us hear better in noisy environments. 
  • Our team of hearing scientists is also exploring how to reencode sound and present it through closed captioning.
  • While this is still early research, we are excited to learn more about how emerging audio technologies can improve the lives of people with hearing loss. 

Image showing audio research

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Facebook: Announcing New Products to Make Business Messaging Easier

The way people and businesses communicate is changing. One billion people message with a business each week on WhatsApp, Messenger and Instagram Direct — whether it’s DMing brands, browsing product catalogs, asking for support, or interacting with stories. This consumer behavior is accelerating and it’s changing how business gets done. Today at Conversations, our inaugural…

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The way people and businesses communicate is changing. One billion people message with a business each week on WhatsApp, Messenger and Instagram Direct — whether it’s DMing brands, browsing product catalogs, asking for support, or interacting with stories. This consumer behavior is accelerating and it’s changing how business gets done. Today at Conversations, our inaugural business messaging event, we discussed how messaging is transforming interactions between people and businesses, and announced new products to make conversations easier.

Introducing Cloud-based API on the WhatsApp Business Platform

Today, Mark Zuckerberg announced we’re opening up the new, cloud-based version of the WhatsApp Business Platform, hosted by Meta, to any business across the world. With this new API, we’re offering free, secure cloud hosting services so businesses and developers can easily access our service within minutes, build directly on top of WhatsApp to customize their experience and increase their response time for their customers. So now, whether a business wants to work with one of our 100+ partners or access our service directly, it will be much faster to get up and running on WhatsApp.

When growing a business, you need smart, robust and easy-to-use conversation tools. For smaller businesses using the WhatsApp Business app, we’re building tools so it’s easier to handle an influx of chats as they grow their customer base. 

Launching Recurring Notifications on Messenger

Today we’re announcing a new way for businesses to keep the conversation going with Recurring Notifications. As businesses acquire new customers and begin to scale operations, there’s incredible opportunity to build loyalty and trust — and we believe this is where the value of messaging really shines. This new capability makes it easy to re-engage people right in the messaging thread and deliver tailored messaging at the best time for customers, whether to hear about special promotions, new product drops or tips and tricks.

You can choose the topics you’d like to let people opt-in to, how often customers can hear from you and shape your content, so your messages are always on-brand and relevant. Recurring notifications will also be available for businesses on Instagram this fall.

We also highlighted our click-to-message ads to help customers immediately start conversations with businesses, our CRM platform Kustomer and Meta Business Suite for higher volumes of messages across Facebook, Messenger and Instagram. Read more about our product investments in business messaging on our Meta for Developers blog.

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Facebook: Introducing New Members of the Oversight Board

Today, Meta welcomes the newest members of the Oversight Board who have just been appointed — Paolo Carozza, Khaled Mansour, and Pamela San Martin. Per the Oversight Board Bylaws, we worked together with the board to identify and select these members over the last few months. Over the next few months we will continue to…

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Today, Meta welcomes the newest members of the Oversight Board who have just been appointed — Paolo Carozza, Khaled Mansour, and Pamela San Martin.

Per the Oversight Board Bylaws, we worked together with the board to identify and select these members over the last few months. Over the next few months we will continue to support and work with the board to select additional members. The new members reflect a wide range of views and experiences, and will bring a variety of perspectives to the board’s existing expertise.

The Oversight Board represents a unique model for social media governance. From its inception, we knew its impact would come not just from its decisions on individual cases, but also from broader recommendations on how we can improve our policies and processes. In the time since they began hearing cases and issuing decisions and recommendations, they’ve been playing a bigger role in setting precedent and direction for our content policies and how we enforce them.  We look forward to welcoming the new board members into this process.

We will update this Newsroom Post as additional members are appointed. We are grateful to all board members for lending their expertise to our content moderation efforts.

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