Relationship status: Engaged
Communicate with your customers—their way.
Engagement channels
Customers want to interact with you on their terms. Providing choice in a multichannel world will help ensure that you are "in the game" at each moment of truth in your customer relationship.
Customer relationship management (CRM) allows you to engage effectively across each of these key channels.
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Phone and email
Many customers choose to use traditional interaction mediums, so these will continue to play a critical role your channel strategy. Real-time conversation with a customer over the phone can often be the best way to handle high-value interactions, and Microsoft Outlook email continues to see high usage despite the emergence of social channels.
Learn how one company cut support call handling times in half:
Web self-service
Did you know that 72 percent of customers would rather solve their own problem than call you on the phone?* Providing a great self-service experience can lower your costs while helping increase customer satisfaction.
Chat and co-browse
Proactively reach your customers on your website to foster confidence, drive conversion, and reduce abandonments. Help save money by replacing phone calls with chat, allowing agents to effectively multitask and solve customer problems.
Collaborate with your customers to help resolve their issues without requiring costly or time-consuming onsite visits. Not only is the ability to remotely view a customer’s screen effective for technical troubleshooting and configuration, but it also can be used to provide white-glove customer care.
Learn more about co-browse solutions from Microsoft Lync and Moxie Software.
Mobile
Learn more about mobile solutions from Parature.
Mobile device usage has exploded. There is no question that mobile will become your customers' preferred method of contacting you. Providing a great brand-in-hand experience will help keep your customers engaged at the moments of truth.
Community
Cultivate champions, and enable your customers to help each other through a moderated community. Community solutions not only deflect support calls and costs but also enable you to source new ideas, enhance customer engagement, and build your brand.
Visit the Microsoft Dynamics CRM Community powered by Telligent.
Emerging channels
Although Facebook and Twitter have entered the mainstream, new types of social media continue to rapidly emerge and evolve. Identify your key influencers, listen and respond to the Twittersphere, post your FAQs on Facebook, and tap the power of social profiles to provide personalized interactions.
