Customer Insights: A Step-by-Step Journey with Microsoft’s Chat Widget

With major shifts taking place in the business landscape every year, the way businesses perceive customers has also shifted. This perception is beyond the one where the customer is always right. Businesses are rapidly abandoning the inside-out approach, where a business takes decisions that are beneficial to the organization without considering what the customer wants, for its inverse, the outside-in approach. With the power today’s customers have, giving out feedback through the various digital communication channels, businesses have been forced to consider what their customers want and take business decisions for the customers.

To tackle this dynamic shift, businesses have been investing heavily in CRM and tools that enhance Customer Experience (CX). Around 73% of businesses investing in driving a seamless customer experience have observed an increase in their financial performance.

Microsoft has been digitally transforming businesses by empowering their business processes with innovative technologies as well as tools that enable them to provide brilliant customer support and experiences. This blog focuses on one such tool, the live customizable chat widget, and how its integration in Dynamics 365 front-facing applications can drive heightened customer retention and loyalty.

Microsoft Live Chat Widget 2.0

Microsoft’s highly customized live chat widget allows businesses to provide instant support to their customers through their website, mobile applications, or portals. Due to its highly customizable nature, businesses can customize the widget, from its font and color scheme down to every pixel, to match the brand identity. It allows brands to retain their identity while providing quick support to their customers.

Businesses can garner customer satisfaction by integrating the latest version of the live chat widget into their Dynamics 365 Customer Service application. It strives for the prompt resolution of customer complaints and queries through real-time engagement and without any wait times.

Customization to Align the Live Chat Widget with Brand Identity

Dynamics 365 Customer service allows businesses to conveniently customize their live chat widgets through ‘live chat script tag customization’ option. Usually being the first point of contact between the customer and the brand, a customized live chat widget can instantly provide the customer with an exclusive experience, positively impacting the customer.

Businesses can customize the font, color, message bubbles and even icons to align it with their brand identity. Here is an overview of the editable components of the live chat widget.

Overall, businesses can customize all the key facets of the entire chat experience:

• Introduction: Elements that greet the customer like the chat button, loading icon and proactive chat.
• Conversation: The main chat widget window containing header, footer, chat containers and even suggested actions.
• Add-Ons: Components that enrich communication like pre-chat and post-chat surveys, out-of-office hours etc.

Benefits of the Live Chat Widget

The live chat widget was introduced in Dynamics 365 Customer Service to allow businesses to provide swift service and support to their customers. Through the live chat features, businesses can instantly connect and engage with their customers and make them feel valued. Here are some of the core benefits of using the live chat feature:

Gathering Real-Time Customer Insights:
As a source which directly interacts with customers, the live chat widget is an impeccable tool to gather valuable customer insights. The data from customer interactions can be run through ML models for various feats like sentiment analysis and topic modelling, to gain real-time insights into their preference and behaviors.

Driving Customer Loyalty:
In a world where the customer is highly aware of their wants and has various businesses waiting to fulfill them, unparalleled customer experience is the key to ensuring customer retention. Live chat widget is a great tool to ensure that the customer feels heard in terms of their queries and complaints. If a business can provide quick resolution for customer complaints, the chances of retaining customers and enhancing brand loyalty are immense.

Bolstering Sales and Lead Conversions:
Real-time resolution of customer queries enables them in taking swift decisions and if chat agents can provide targeted assistance that pushes them towards seeing the value of the product or service, the live chat widget becomes a catalyst for sales as well.

Enhance Customer Service with Dynamics Solution and Technology

With the exceptional support capabilities for customers provided in Dynamics 365 Customer Service, businesses can conveniently expedite them further by embedding the live chat widget in their customer facing portals like the website or mobile applications. Businesses can foster highly personalized interactions and deliver consistent experiences to their customers.

Dynamics Solution and Technology, as your implementation partner, can aid your businesses taking an outside-in approach and becoming customer-oriented. As Microsoft Gold and Solutions partner, our team of experts have been digitally transforming business processes and their customer-facing strategies, across the Gulf and MENA regions. Our team of industry experts and functional consultants can gauge your needs and develop a tailor-made implementation plan which can yield high ROI from your Microsoft Dynamics 365 led digital transformation.

Contact us today to see how we can help you become a customer-oriented organization.