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CRM

Engage your customers faster with AI-powered marketing email content

Marketers are often asked to do more with lessand do it yesterday. Every day, they need to quickly create compelling, unique email content that grabs the customer’s attention in a sea of competing messages. Designing marketing email content can be incredibly challengingand...

The right work assignment method can improve agent satisfaction and utilization

As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization. Automated work assignment in Microsoft Dynamics 365 Customer...

5 steps for transforming customer experience with Dynamics 365 Marketing and Customer Insights updates

As technology advances, so do customer expectations. Whether a consumer or a buyer, it no longer matters as the respective lines between customer expectations have blurred, and, at the end of the day, the business-to-business (B2B) buyer is a...

Apple Messages for Business channel added to Dynamics 365 Customer Service

Now you can reach even more customers using the new Apple Messages for Business channel in Microsoft Dynamics 365 Customer Service. Customers can use the familiar Messages app on their Apple devices to connect with your service teams, confident...

Call overflow management: A gift to callers and agents this holiday season

Ana is excitedly setting up her new smartphone when the screen goes blank. In dismay, she calls customer service. The estimated wait time is more than 30 minutes. All the agents are busy handling the holiday spike in call...

Collaborative customer support helps agents resolve issues faster

With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over. Working in isolation, agents are frustrated, issues take longer to resolve, and customers aren't happy. But while...

Segmentation in Real-Time Marketing within Microsoft Dynamics 365 Marketing

In this blog, we will see one of the features introduced in Dynamics 365 Marketing. Creating segments is a key aspect of improving marketing return on investment. The logic builder in Dynamics 365 makes it easier to create segments...

Discover new ways to analyze your Customer Service data

To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers. With new enhancements to Microsoft Dynamics 365 Customer Service, it’s easier than ever to find and customize the historical analytics...

What I like about the new D365 Marketing segmentation

I covered the new D365 Marketing segmentation in a previous post and explained the importance of Segmentation as an essential component of many marketing journeys. In this post, I will explain what I think of the new D365...

Save personalized views of Customer Service dashboards as report bookmarks

With Microsoft Dynamics 365 Customer Service 2022 release wave 2, we've supercharged the humble bookmark. Now you can save views as report bookmarks. Get back to your personalized, filtered reports faster than a speeding bullet, no cape needed.Leap tall...
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Latest News

WhatsApp instant messaging vs SMS texting: Deciding Your CRM Messaging Approach!

In the contemporary digital era, effective communication is pivotal for cultivating robust customer relationships and driving business growth. For...
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