At Microsoft Inspire, the company today announced several Dynamics 365 announcements, including Dynamics 365 Customer Voice, a real-time customer feedback tool that can compete with Qualtrics. SAP bought it in 2018 for a cool $ 8 billion.
According to Microsoft’s General Manager Brenda Bown, going online during the pandemic is more important than ever, capturing real-time customer feedback that you can combine with other data to create a more complete picture of the customer that will lead to more success can interactions in the future.
“Customer Voice is a feedback management solution that helps companies and organizations develop better products, provide customers with better experiences, and really build customer relationships with this feedback management tool,”
The data is shared with Microsoft Customer Data Platform (CDP) and is based on Dynamics 365 and the Power Platform. The latter offers a way of adapting the customer voice tool to the requirements of a single company.
Brent Leary, partner and co-founder of CRM Essentials, says this solves the problem of getting feedback while interacting. He adds that being able to share this data directly with the CDP makes it even more valuable.
“Customer feedback needs to be as close to the interaction / transaction and as smooth as possible for it to work, otherwise customers won’t give it to you. And then the data, along with all the other data, must be automatically integrated into the CDP to be really useful. And a platform that handles both feedback collection and data integration optimizes the likelihood that this will happen, ”said Leary.
The company also announced Dynamics 365 Connected Store, a suite of tools that stores can use to manage in-store and roadside traffic, among other things. As the pandemic limits the number of people in a store at the same time using sensors and cameras, connected store managers can help managers understand and manage the number of people in the store at a given time to support social distancing.
It can also help automate roadside pickup so that an employee knows when the customer is arriving. “It alerts the employee and he can process the order for a seamless and faster pickup. And obviously this scenario is very important today [more people wanting] contactless pickup, ”Bown said.
Finally, the company announced a fraud protection component. She says Dynamics 365 Fraud Protection helps protect businesses online or in physical stores from fraudulent activity. This is all the more important since more transactions are processed digitally. New features include account protection and loss prevention tools.
Inspire is the company’s annual partner conference, which takes place practically this year. Bown said the company could involve even more partners than a typical face-to-face conference through virtual execution, as companies that previously couldn’t attend due to cost and distance can attend this year.