Spring is a time for rebirth, renewal, and growth, so how appropriate it is that Spring brings big updates for Microsoft Dynamics CRM. Many new features await in the new release, Microsoft Dynamics CRM Online Spring ’14 (for on-premises deployments, Microsoft Dynamics CRM 2013 Service Pack 1). The new functionality enhances customer service and delivers “social listening” capabilities.
Build customer loyalty with tools that enable you to respond to service issues quickly, whether they come in from phone calls, email, or social media. Tie entitlements to service level agreements to provide quality service until a case is resolved. View all entitlements for a customer at a glance, and assign entitlements to customers and products automatically.
Use case timers to track key performance indicators for service level agreements to ensure that customer commitments are met. Define case relationships to stay on top of details for all related cases so you can work more efficiently. And monitor social media conversations to identify and resolve emerging issues before they escalate.
Microsoft Social Listening is a powerful new analytics service that enables you to monitor social media channels like Twitter and Facebook. You can use this tool to track products, brands, competitors, and campaigns across the planet, in real time. It will give you a true understanding of your customers and your business across the social web. You can see what people are saying about your company and products, identify top influencers, and stay on top of the latest information and trends.
The information you want is captured in easy to read charts. Social Listening can track information in 19 languages across Twitter, Facebook, blogs, and videos. Social Listening analyzes key words and phrases to determine whether social posts are positive, negative, or neutral, then delivers public sentiment information to you. You can use this information to seize an opportunity or to proactively change the social conversation in your favor.
Spring is here, and Microsoft Dynamics CRM is a-bud with new sprouts and shoots. The best customer relationship management solution just keeps getting better.