Microsoft Dynamics 365 Customer Voice

Dynamics 365 Customer Voice is a customer satisfaction tool built into the M365 Dynamics 365 platform.

It is the perfect addition to your existing Dynamics 365 Customer Service. Its included in the Enterprise licencing for your Customer Service or is a chargeable module if you use Dynamics CRM Pro licencing.

The most common use case is to set it to automatically when a Case or Incident is complete to send by email to the customer asking them How we did we do questions?

You can customise the email template and the questions asked to your exact and unique requirements; it uses a similar questionnaire builder to easy-to-use Microsoft forms.

Specific questions can build a Customer Sentiment Score as part of your CRM Customer Service Insider Dashboards, building sentiment and satisfaction metrics as a team or individual customer service operatives.

When the customer replies, it will automatically add it to the case. It can alert and ask for remediations or further actions if the customer is unhappy or has made some free text improvement feedback.

You can also use Customer Voice for one-time questionnaires or annual review metrics. It Replaces Survey Monkey or other Questionaire metric tools.