Any good business executive understands the key to customer retention is making customers happy. Microsoft has become a pioneer in leveraging artificial intelligence (AI) to enhance the customer experience. Ideally, companies could gain a competitive edge, improved customer retention, and higher revenue growth. Microsoft AI customer insight tools like Customer Insights and Copilot use data organizations obtain from customers to find new opportunities for business growth and ways to increase customer satisfaction.
Dynamics 365 Customer Insights Platform
Customers provide you with clues whenever they engage with your business. They send signals with items added to online shopping carts or material downloaded about specific products. Reading these signs is key to helping companies provide customers with the right experience at the right time.
Dynamics 365 Customer Insights lets organizations update customer profiles in real-time based on their activity. Organizations can position themselves to provide targeted, personalized experiences whenever anyone engages with a business website or mobile app.
The AI-infused technology works by collecting customer web interactions as they happen. Customer Insights uses the info to understand customers' likes and buying habits better. That allows businesses to provide more personalized experiences based on a customer’s preferences.
Dynamics 365 Features
- Real-time web tracking — Add a tracking script to your website to keep up with the information provided by different customer actions. You can capture information like pages viewed, items added to carts, or downloaded materials like e-books.
- Updated unknown profiles — You can capture web data from unauthenticated visitors, then let Customer Insights automatically set up a profile.
- Resolve unknown profiles — With Customer Insights, you can merge known and unknown customer profiles, giving you a 360-degree view of your customers.
- Web personalization — Use Customer Insights APIs to merge customer information like demographic data or web events as they happen to personalize a visitor’s web experience.
Customer Insights profiles relate directly to corresponding contacts and lead records from Microsoft Dataverse. They also connect via relationships with other tables containing data about opportunities and accounts.
Administrators can change customer records and add insights from related customer profiles. Information from Customer Insights is viewable to users through customer profiles in other Dynamics 365 applications like Dynamics 365 Marketing.
Dynamics 365 Sales
Many businesses provide customers with the ability to contact them through multiple digital and human-assisted channels. Sellers need access to comprehensive customer experience insights to help them provide them with a seamless experience, regardless of how they engage with a business.
Dynamics 365 Sales provides sellers with knowledge from various business sources in a centralized location. They can reference profile summaries provided by Customer Insights to improve their chances of converting a lead into a sale. The profile summaries give sellers essential data about customer preferences, giving them a complete picture as they work to close a deal.
Lead Generation
It’s easier for organizations to achieve growth goals by prioritizing sales and marketing alignment. You can boost conversions using Dynamics 365 Sales’ enhanced lead scoring model. It helps teams assess how likely a prospect is to make a purchase. After identifying qualified leads, you can use the platform to hand them off to the most qualified seller.
Dynamics 365 Sales helps sellers understand customers' key behaviors. The transactional insights received give them insight into someone’s current level of intent and engagement. Insights automatically crop up when sellers view a Lead or Contact page. They can also obtain information from natural language prompts within Sales Copilot.
Microsoft Sales Copilot
Microsoft Sales Copilot, formerly Microsoft Viva Sales, helps sellers optimize their time on customer interactions. It is an assistant that links information in other Dynamics 365 environments like the Microsoft Sales CRM. Copilot can also tap into other Microsoft applications like Outlook and Teams.
The goal of Copilot is to eliminate most of the manual entry required by the sales process for accurate processing. Copilot automatically transfers information from other modules in the Microsoft ecosystem into Dynamics 365 Sales.
Copilot’s extensive AI capabilities provide sellers with information from Customer Insights. That helps them make decisions, including how to set up more personalized customer interactions. Copilot integrates data into the Microsoft Sales workflows, putting it at sellers' fingertips to help close sales.
Orchestrate the Sales Journey
Copilot streamlines setting up customer journeys using AI and natural language models. A seller can describe a journey in English and let Copilot do the rest of the work. Thanks to Customer Insights, sellers also receive suggestions on setting up communications or changing aspects of the journey to better fit the customer.
The newest Dynamics 365 Customer Insights release comes with Query assist. It’s an AI-powered segment builder that helps sellers and marketers build complex segments based on a description. Once that’s done, you can sync them to other platforms.
Copilot provides intelligent summaries of these segments, which helps streamline team collaborations. It also offers suggestions on optimizing segments, including eliminating redundant segment conditions. You can ask questions about existing segments and use that to plan campaigns and other business activities.
Improve Efficiency and Impact with Copilot
Creating content that appeals to their audience is one of the toughest challenges for businesses. Copilot helps with that with its content idea feature that speeds up the process of creating emails, text messages, push notifications, and forms.
Copilot also makes suggestions on enhancements, like providing you with sample critical points for different email types. It also selects a tone of voice that fits your brand. It also provides a Content rewrite feature to improve existing messages. All these features combined make content generation more efficient.
Other enhancements offered by Copilot include:
- Automatic recommendation of images from your existing libraries, making it easy to add them to your forms, letters, and push notifications
- Styling of emails, event registration pages, and forms
- Apply consistent branding to all content, including websites
- Set up brand profiles to tap into for future campaigns
Create Better Customer Experiences with IES
Internet eBusiness Solutions (IES) helps businesses leverage the power of AI to build their brands and create more seamless customer interactions. Contact one of our representatives today if you’re curious about the impacts of AI technology.
