Dynamics 365 Customer Voice

This year at Microsoft Inspire, Dynamics 365 Customer Voice was announced. Learn more about how your organization can put this customer feedback app to use.

What is Customer Voice?

Customer Voice is a full-featured customer feedback management solution built on top of Dynamics 365 and Power Platform. It’s based on an app you may already be familiar with—Microsoft Forms Pro—but offers an updated user interface and added structural elements that let you do more with your surveys.

With this solution, users can quickly build and send surveys, set alerts for follow up, and uncover customer satisfaction metrics. It can also be connected to Dynamics 365 to create a more holistic view of each customer and connect customer feedback into everyday workflows. Customer Voice makes it easier to discover potential promoters by identifying your happiest clients and leverages Microsoft’s AI technology to reveal customer sentiment data. It includes 5 out-of-box templates for users to leverage or for system administrators to work from when developing new survey projects that give organizations a running start on the building their customer feedback programs.

Customer Voice has been in general release for over a year and with the most recent additions of functionality, it’s a strong candidate for any survey or feedback need.

You Should Know:

You may already have access to Customer Voice!

Dynamics 365 licenses that include Customer Voice:

Sales Enterprise
Customer Service Enterprise
Field Service
Marketing
Human Resources
Project Service Automation

Note: It's also available for independent purchase as an Office 365 add on.

How Your Team Can Use Customer Voice

Customer Service

As you would suspect, Customer Voice is a great app for any customer service team taking email and phone call service requests and using cases to track progress and issue resolution within Dynamics 365. When a case is closed, use the system to send a survey personalized with the contact name, customer service person that helped them, and the topic of the case. The response to the survey can then be used in metrics that help you analyze the overall health of the service department, gauge customer satisfaction, track trends in particular issues, and more.

Human Resources

How much do you know about your employees' happiness? Use Customer Voice to create a survey to internal employees (AD Users) to discover the current state of workplace satisfaction.

Sales

Gain insight into the sales funnel. Consider automating a survey to be sent when an Opportunity is marked as Closed-Won OR Closed-Lost. Different surveys can be sent based on the scenario to help you understand why a prospect decided on to move forward with one company vs. another.

Questions? Our account managers and consultants are here to help.

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