As we continue to innovate across Microsoft with our customers and their digital transformation needs in mind, customer service and customer engagement are a top focus.
Through our own State of Global Customer Service Report we have learned from consumers that their expectations for customer service are growing exponentially:
- 97% say customer service is important in their choice of, and loyalty to, a brand.
- 55% of consumers’ customer service interactions now begin online rather than on the phone or in person
- 75% note that they have used a search engine to try and find answers to their customer service questions
- and 90% of global consumers expect a brand or organization to have an online self-service offering.
For this reason and others, we are excited to announce that Microsoft Dynamics 365 for Customer Service has been named the winner in the web support category of the 2017 CRM Magazine Service Leader Awards.
Notes Forrester Principal Analyst Ian Jacobs in his review for CRM Magazine, Microsoft’s “’product design remains strongly focused on usability, with a reputation for a better cost structure than much of the competition.’ Furthermore, its road map ‘shows a strong commitment to customer experience–focused developments.’”
Forrester VP and Principal Analyst Kate Leggett says in the magazine, Microsoft’s web support solution “’offers strong process guidance, good omnichannel capabilities, and robust knowledge management at an attractive price.’ She adds that it has ‘an exciting product direction focused on embedding intelligence and prescriptive advice into its core solutions.’”
In the 2017 awards, Microsoft Dynamics 365 has also been recognized with a 2017 CRM Magazine Service Leader Award in the customer case management category.
In his review for CRM Magazine, Mitch Kramer, senior vice president and analyst at the Patricia Seybold Group, notes Microsoft has “’collected all of the high-end apps, offering cloud deployment and including new and useful technologies’ such as artificial intelligence (AI).”
Notes Jacobs in his review for the publication, Microsoft’s customer service solution “’continues a sharp focus on usability and rapid time to proficiency.’ Additionally, it has “’strong vertical plays, including in key customer service markets such as financial services and retail.’”
We truly appreciate the recognition Microsoft Dynamics 365 has received in this and other early 2017 awards including the CUSTOMER Magazine Product of the Year Award, the 2017 CRM Watchlist Elite award and two Stevie® Awards for Dynamics 365 for Sales and Dynamics 365 for Customer Service.
The CRM Magazine Service Leader Awards are especially meaningful as they are judged by a panel of industry analysts evaluating on criteria which include reputation for depth of functionality, reputation for company direction, reputation for customer satisfaction and five-year cost for software and maintenance.
This recognition is truly a great motivator as we continue to invest and move forward in innovation for our customers – and for their customers.
Learn More About Customer
Service Goals & Challenges
In a Forrester report titled The Mandate for Intelligence Customer Service, Forrester Research outlines the challenges and the impact of customer service when it comes to the overall customer experience following a survey of top professionals. Find out what they had to say and how to improve your organization’s own customer service and customer experience.
To learn more about transformation tools that not only help to deliver a more consistent customer service experience, but a more consistent overall customer experience through better collaboration with sales, marketing and other departments, check out Dynamics 365 for Customer Service.