GrowiT - Customer Service con Microsoft Dynamics CRM - webinar 1

Notas del editor

• #2: KEY TAKEAWAY Care Everywhere is our vision of how Customer Service has to evolve to help organizations deliver truly amazing customer experiences. TALKING POINTS The challenge for customer service organizations is to support every customer with a personalized and contextual interaction from self to assisted service on any device, while achieving their business goals. Customer service organizations are now at the epicenter of their company’s ability to differentiate their brand and drive customer loyalty and advocacy. This means having an agile service environment designed to adjust and anticipate the needs of customers and your brand at the pace of innovation. We believe that by delivering Care Everywhere you can truly transform the customer experience, and we are really excited to share our vision for service organizations with you here today. SEGUE We believe that by delivering Care Everywhere you can truly transform the customer experience, and we are really excited to share our vision for service organizations with you here today.
• #5: * First Contact Resolution Blitz Script There are a couple of important points to consider here. Customer expectations continue to rise and service preferences have changed. The phone has been replaced as the number one channel, with 76% of today’s customers using self-service to resolve their product and service issues. While successful self-service outcomes increase CSAT scores and decrease call center volumes, there is another important outcome to consider. The issues that do require assisted service are increasingly more complex. As a result, the role of service agent has become more complex as well. The numbers are clear: a 12% decline in first call resolution since 2009, and a relentlessly high average annual agent turnover rate. It is more important than ever to reduce onboarding times and empower every agent, regardless of tenure, with the tools they need to quickly resolve complex cases.  
• #6: Blitz Script Ultimately, companies need to drive towards low-effort interactions. Interactions that leave both customers and agents thinking not so much about the service process, but about how easy it was.
• #7: Blitz Script When you place all of this in the context of the Microsoft customer engagement solution, it’s even more powerful. Our mission is to enable companies to deliver intelligent customer engagements that are personalized, proactive and predictive across marketing, sales, and service. We do that from a single, unified platform, which results in amazing customer experiences. Let’s continue our dive into the Service experience. KEY TAKEAWAY Our mission with Microsoft Customer Engagement solutions is to enable companies to deliver intelligent customer engagement – resulting in amazing customer experiences. We do that via end-to-end customer engagement that is personalized, proactive and predictive. TALKING POINTS We help companies: Market Smarter – so they can build their brand, engage with customers 1 to 1, and demonstrate the impact of their marketing initiatives Sell Effectively – so they can zero in and focus on what’s most important, win faster with the right tools and information and sell more with SFA that is seamlessly integrated with Office 365 and PowerBI – delivering unprecedented sales productivity. Care Everywhere – so they can earn customer loyalty, empower their agents and stay agile and adaptive as a service organization And we have an unique approach to social – Social for everyone – so companies can listen everywhere, analyze sentiment and drive customer engagement. And with Microsoft, it’s integrated, contextual social for marketing, sales and service people… not just social for a few designated social people in marketing In this session let’s drill into why Care Everywhere is important.
• #8: Slide 9 can replace slide 10. When we use this slide, the key message is that Service | Microsoft Dynamics CRM provides a complete service platform that includes core functionality required to deliver world class self, assisted and field service. In addition, we provide a unified service solution that allows connection to external services to complete the customer and employee experience.
• #13: This slide corresponds to the section of the eLearning named, “Understanding the Process Ribbon and Menu Options“ which is found under Module 2.