Redefining what it means to understand customer sentiment

According to a recent survey by Gartner, companies that have seen a positive revenue growth collect more customer experience data than non-growth companies. However, collecting direct feedback from customers is only half the story of customer sentiment, especially with increased opportunities for the customer’s voice to be heard through multiple channels. Unsolicited feedback, such as online reviews on e-commerce platforms, contact center logs, emails and chat, or any other free text messages, offer a wealth of information that has reshaped what it means to respond to customer in a meaningful way.

To empower marketing teams to act on insights generated from integrated feedback, Microsoft partner Wonderflow is developing an instant solution to enhance the feedback management capabilities of Microsoft Dynamics 365 Customer Voice. Now, automated collection and analysis of vast amounts of data from indirect sources combines with direct survey feedback to create a complete feedback management solution for your organization.

In the following demo video, see Wonderflow’s advanced AI instantly captures feedback from an online shopping product review page, enriching your data to build powerful insights in Dynamics 365 Customer Voice. Interested in learning more about these new capabilities? Contact customervoice@microsoft.com for a preview today.

Enriched understanding of customers

Developing a meaningful relationship with customers is built on a foundation of listening, understanding, and responding to feedback. With Dynamics 365 Customer Voice and Wonderflow, feedback management not only exists as an asset but also as a central tool to truly understand your customers. Wonderflow provides an out-of-the box solution to the existing capabilities of Dynamics 365 Customer Voice to capture indirect consumer feedback from an e-commerce website. Wonderflow’s artificial intelligence tool uses natural language processing to analyze customer comments and unveil key insights, empowering organizations to quickly identify customer needs.

Together in the Dynamics 365 Customer Voice dashboard, direct survey responses and indirect data come alive to show product ratings over time, what features are most loved by customers, the sentiment score, and predictive capabilities to show which improvements offer the best return on investment.

Holistic customer profiles that indicate customer sentiment save your organization critical time in analyzing results and developing a meaningful response. Synthesizing disparate data to surface visualized insights can help you prioritize satisfaction at risk and give you insight to strengthen your product offerings, all while intelligently managing feedback.

Continuous progress monitoring with AI powered alerts and notifications from Wonderflow and Dynamics 365 Customer Voice help organizations capitalize on rich data to maintain excellent customer service. Exceeding customer expectations starts with ensuring complete feedback capture and analysis and ends with closing the loop across all channels with optimized response across any channel of engagement.

Increased organizational agility with seamless solutions

Customer feedback management is critical to the customer experience transformation within organizations, but many are finding the complexity of centralizing and automating activities a challenge. Dynamics 365 Customer Voice simplifies this process across your applications, ensuring your digital channels and interactions feature enhanced personalized experiences. For example, built-in integration capabilities, such as Microsoft Power BI, seamlessly analyze customer responses to quickly uncover insights.

Furthermore, the ability to connect partner solutions expands Dynamics 365 Customer Voice’s offering as a complete feedback management solution. Adding outside feedbacks, such as the data collected by Wonderflow, to direct survey feedback creates endless possibilities in enhancing customer profiles. Wonderflow provides an intuitive and frictionless approach to combining customer feedback from any e-commerce platformcreating a core system of prepared data marketers can tap into.

Dynamics 365 Customer Voice acts as the key application in standardizing feedback across your organization, connecting to any third-party application using Microsoft Power Automate, while augmenting data into the Microsoft Dynamics 365 Customer Insights AI-driven platform to add to your unified view of your customers. Fully amplified data that seamlessly lives across your organization negates slow insights-to-response time, empowering you to quickly uncover the next best action and drive customer relationships.

Get started today

Understanding your customers has quickly become the cornerstone to building brand loyalty, and it has never been more important to connect with customers as their voice is critical to your business. Available in early 2021, the Wonderflow solution for Dynamics 365 Customer Voice empowers organizations to capture a holistic view of customers, combining direct survey feedback and indirect feedback from product reviews to drive meaningful relationships quickly and efficiently.

Interested in a demo of Wonderflow and Customer Voice? Sign up for preview by contacting customervoice@microsoft.com.

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