mobile customer service Archives - Microsoft Dynamics 365 Blog

55% of Customer Service Interactions Now Begin Online

June 17, 2016

By Tricia Morris

Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service…...Read more

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5 Reasons Mobile Customer Service Must Be a 2015 Priority

January 23, 2015

By Tricia Morris

Think about the growth of the mobile device market. Smartphone purchases have already surpassed PC purchases, but by 2017, 87% of the worldwide smart connected device market will be tablets and smartphone…...Read more

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2015 Customer Service Trends to Watch

January 16, 2015

By Tricia Morris

As time and technology advance, customer service delivery – with the continuing emergence and convergence of service channels – is becoming increasingly complex. Yet, from the customers’…...Read more

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15 Customer Service Predictions for 2015 & Beyond

December 19, 2014

By Tricia Morris

“The trouble with the future is that is usually arrives before we’re ready for it.” ~ Arnold H. Glasow Customer expectations are changing and growing just as rapidly as the channels and…...Read more

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From Promise through Post-Sales: Is Your Customer Experience Aligned?

September 17, 2014

By Tricia Morris

As product and service availability, as well as price, begin to fade as competitive differentiators, customer service and engagement have quickly risen to take their place. Early customer-centric leaders…...Read more

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Esteban Kolsky, Parature, Ask.com Tell Why Knowledge is Key in Customer Service

September 10, 2014

By Tricia Morris

When it comes to service and support, customers don’t long for conversation. They want answers, fast. According to Parature’s 2014 State of Multichannel Customer Service Survey , customers…...Read more

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To Amplify Customer Satisfaction & Brand Loyalty, Give Customer Service a Bigger Voice

September 8, 2014

By Tricia Morris

If sales, marketing and customer service were siblings, sales would typically be perceived as the outgoing one; marketing as the favorite that gets the biggest allowance, and customer service as the child…...Read more

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Location, Location, Location: Bing Maps, Parature Come Together on Spatially-enabled Customer Care

August 29, 2014

By Tricia Morris

NOTE: The following is a guest post by Parature, from Microsoft Technical Specialist, Geoff Innis. Geoff came to Microsoft with the acquisition of Multimap in 2007, and enjoys helping organizations optimize…...Read more

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10 Top Customer Experience Takeaways from CRM Evolution

August 25, 2014

By Tricia Morris

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2014 CRM Evolution conference (and adjoining Customer Service Experience conference), here are 10 terrific customer…...Read more

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Microsoft’s Fred Studer, Duke Chung Talk Top Trends in Customer Service

August 22, 2014

By Tricia Morris

In an age where globalization and online access have practically erased price, product characteristics and availability as competitive differentiators, it’s customer service that now stands out as…...Read more

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Microsoft, Parature, Ask.com Discuss Customer Service Best Practices, Trends at CRM Evolution

August 13, 2014

By Tricia Morris

On August 18 – 20, the Big Apple will play host to CRM Evolution , accompanied by the Customer Service Experience and SpeechTEK conferences running concurrently. Sessions at the conference will run…...Read more

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INFOGRAPHIC: 2014 State of Multichannel Customer Service

August 8, 2014

By Tricia Morris

A new 2014 State of Multichannel Customer Service Survey commissioned by Parature, from Microsoft shows that old customer service channels certainly aren’t going away, but new ones like social are…...Read more

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New investments to help partners enable resilient organizations worldwide

This morning, I’m honored to welcome thousands of Microsoft partners from around the world to Microsoft Inspire. On a virtual stage, broadcast live and then available to view on-demand, I’m sharing how partners are helping organizations navigate the current crisis, and detailing new investments across Microsoft Dynamics 365 and Microsoft Power Platform to help partners...Read more

Microsoft acquires Orions Systems to expand Dynamics 365 capabilities

Helping organizations maximize the potential of their observational data The role of computer vision is rapidly expanding to include helping businesses run better and increase earning potential. Retailers, for example, can better manage their physical spaces by gaining a deeper understanding of customer behavior. However, most brick-and-mortar retailers lack the right data to track real-world...Read more

MBAS 2020: Moving forward, together

Today, we’re hosting the first-ever fully digital Microsoft Business Applications Summit. Just six weeks ago, the community expected we would be together this week in Dallas, Texas. Now, of course, we are looking forward to connecting with you virtually. In these past weeks, every business has shifted focus to adjusting to new and unexpected challenges, and doing so at lightning speed. Our team has mobilized efforts to help organizations stay connected to...Read more

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