Summary

Customer service is often the cornerstone of customer experience. Customer Voice provides functionalities to make it easy for you to implement customer feedback that is integrated with your customer service system. If you are using Dynamics 365 for Customer Service as your CRM system, Customer Voice provides out-of-the-box integration templates to automate sending surveys when a case is resolved in Dynamics or to collect feedback at the end of a chat session. There is no code and only minimal setup is required to enable you to get the system running quickly. In this chapter, we discussed how you use the support template in Customer Voice, including coverage of using the Power Automate workflow and the Power BI report template to integrate survey response data with your support case. We also discussed additional options to extend collecting feedback beyond the email survey.

In the next chapter, we will discuss how you can use Customer Voice to close the feedback loop and...