Good customer service is taken for granted. To stand out, companies need exceptional customer service that go beyond what customers expect as standard.
Modern society has evolved. Customers now expect answers almost immediately and will go out in search for those answers themselves. Whether they’re searching about how to fix a device or get information to help them with a decision they may want to make; customers are utilising self service capabilities more and more.
However when customers have an urgent issue, the default behaviour is to reach for the phone. The phone is also the preferred method of communication for many people within some demographics.
At Microsoft ignite, Microsoft announced that a standard voice channel for the Omni Channel experience in D365 Customer Service would be available soon.
The voice channel is now currently in preview and having seen it, I must say I’m impressed and excited.
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