Microsoft Announce Customer Voice
Posted on 25th July 2020 at 18:24
At the Inspire Conference on 21st July 2020 Microsoft announced that Forms Pro will become Dynamics 365 Customer Voice.
Existing Forms Pro customers will be transitioned to Customer Voice during August, and new customers will be able to sign up for a free trial from mid-August.
Confused?
Just to clarify Customer Voice does not replace Forms – only Forms Pro. These were two different products.
Also, this is not Voice of the Customer which was deprecated a while ago.
Quick Overview
A lot of the functionality of Forms Pro will be the same in Customer Voice. Included are integrations with Microsoft Dynamics 365, Microsoft Power Apps and integration to third-party applications using Microsoft Power Automate.
Customer Voice brings out-of-the-box integration into everyday applications and workflows, and ready-to-use templates to enable a fast response to customers’ needs at the right time, and in the right place.
Capture Feedback
Quickly collect input with ready-to-use templates that include question sets, workflows, and reports.
Easily create personalized surveys based on the customer information in your existing business applications.
Gather timely feedback across preferred channels—email, SMS, web, and mobile—all along the customer journey.
Integrate
Continuously connect feedback with customer information in other Dynamics 365 applications, including Dynamics 365 Customer Insights, and Microsoft Power Platform—Power Automate, Power Apps, and Power BI.
Gain contextual insights by continuously connecting the feedback you receive with the customer information you already have.
Engage your audience at the right time knowing perceptions are accurate, since customer data automatically updates each time someone responds—across all workflows.
Take Action
Track what matters most to your business within customized dashboards that visualize feedback.
Respond in real time based on automatic triggers you set within the context of your business processes.
Close the customer-feedback loop in a timely manner with built-in satisfaction metrics, like Net Promoter Score, and follow-up actions.
As this has just been announced we have not had the opportunity to review it yet. As soon as we are able we will share our findings in another blog.
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