Dynamics 365 Customer Voice

Enhance Customer Engagement with Dynamics 365 Customer Voice

Navigating the dynamic landscape of business, and acquiring valuable customer feedback poses a significant challenge. Siloed data exacerbates the issue, hindering a holistic view of customer feedback. Furthermore, the inability to centralize feedback processing and share insights compounds the complexity, impeding businesses from grasping customer sentiment.

What is Dynamics 365 Customer Voice?

Customer Voice, previously known as Forms Pro, serves as a pivotal tool for organizations seeking to gather and utilize actionable feedback effectively. In today’s dynamic business landscape, understanding customer sentiments and preferences is paramount for driving growth and maintaining a competitive edge. However, traditional feedback collection methods often fall short, plagued by challenges such as data silos and inefficient processes.

Customer Voice addresses these challenges head-on by offering a comprehensive feedback management solution. By leveraging Customer Voice, organizations can streamline the entire feedback process, from survey creation to data analysis, enabling them to gain valuable insights into customer perceptions and expectations.

One of the key features of Customer Voice is its versatility in survey distribution. Surveys can be effortlessly disseminated through various channels, including email, web links, and embedded forms on websites and applications. This flexibility allows organizations to reach customers wherever they are, maximizing response rates and ensuring a representative sample of feedback.

Once feedback is collected, Customer Voice provides a robust reporting dashboard that aggregates and analyzes survey data in real time. This dashboard offers actionable insights into customer satisfaction metrics, such as Net Promoter Score (NPS) and overall satisfaction trends. Armed with this information, organizations can identify areas for improvement and make informed decisions to enhance the customer experience.

Furthermore, Customer Voice seamlessly integrates with Microsoft Dynamics 365 and the Power Platform, facilitating seamless data exchange and workflow automation. This integration empowers organizations to embed feedback processes directly into their existing systems, eliminating manual data entry and ensuring data consistency across the organization.

One of the most compelling aspects of Customer Voice is its ability to drive proactive customer engagement. By leveraging triggers and alerts, organizations can automatically identify and respond to critical customer feedback in real time. This proactive approach enables organizations to address customer concerns promptly, ultimately fostering stronger customer relationships and driving loyalty.

Benefits of Dynamics 365 Customer Voice for Enhanced Customer Engagement

Ease of Setup and Use: Customer Voice simplifies the process of gathering feedback by providing a user-friendly interface and intuitive tools for survey creation. With pre-built survey templates and customizable options, businesses can quickly set up feedback campaigns tailored to their specific needs.

Integration Capabilities: One of the standout features of Customer Voice is its seamless integration with various applications, including third-party tools and the comprehensive suite of Dynamics 365 applications. This integration enables businesses to consolidate feedback data from multiple sources and centralize it within their existing systems, facilitating streamlined data management and analysis.

Flexibility and Compatibility: Customer Voice offers broad compatibility across devices and platforms, allowing businesses to reach customers wherever they are. Whether accessing surveys via desktop computers, tablets, or mobile devices, customers can provide feedback conveniently, enhancing response rates and data accuracy.

Customizable Surveys: With Customer Voice, businesses can create tailored surveys using pre-built templates or by designing their own questions. This flexibility allows organizations to gather specific insights relevant to their products, services, or customer interactions.

Integrated Data Analysis: Feedback collected through Customer Voice is seamlessly integrated with Dynamics 365 and other Microsoft applications, enabling businesses to analyze customer sentiment and trends alongside other key business data. This holistic view helps organizations gain deeper insights into customer preferences and behavior.

Actionable Insights: Customer Voice provides real-time analytics and reporting capabilities, allowing businesses to identify emerging trends and areas for improvement quickly. By leveraging these actionable insights, organizations can make informed decisions and take proactive steps to address customer needs and concerns.

Data-driven decision-making: By collecting and analyzing feedback metrics such as Net Promoter Score (NPS) and customer satisfaction ratings, Customer Voice empowers businesses to make informed decisions based on real-time insights. These actionable metrics enable businesses to identify trends, pinpoint areas for improvement, and track the effectiveness of implemented changes over time.

Proven Impact: Perhaps the most compelling benefit of Customer Voice is its ability to drive tangible results. By leveraging the feedback gathered through the platform, businesses can implement strategic initiatives and measure their impact on key performance indicators. This closed-loop approach to feedback management allows businesses to track progress, validate improvements, and continuously refine their strategies to enhance the overall customer experience.

Enhanced Customer Experience: By actively listening to customer feedback and responding to their needs, businesses can improve the overall customer experience. Customer Voice enables organizations to prioritize initiatives that have the most significant impact on customer satisfaction, loyalty, and retention.

Closed-Loop Feedback: With Customer Voice, businesses can implement closed-loop feedback processes, where they follow up with customers after receiving feedback to address any issues or concerns raised. This proactive approach demonstrates a commitment to customer satisfaction and fosters trust and loyalty among customers.

Continuous Improvement: Customer Voice supports continuous improvement initiatives by enabling organizations to monitor customer feedback over time and track the effectiveness of implemented changes. By iterating on their processes based on customer input, businesses can drive ongoing enhancements to products, services, and operations.

Simplify Survey Creation

With Dynamics 365 Customer Voice, crafting customized surveys becomes a breeze. Tailor surveys to suit specific touchpoints along the customer journey, whether it’s feedback on order deliveries, service visits, or support interactions. Choose from a library of templates covering common scenarios or design surveys from scratch to capture insights unique to your business. The platform also offers a preview feature, allowing you to visualize how surveys will appear across various devices, ensuring a seamless and professional user experience for customers.

Effortless Metric Review

Customer Voice streamlines the process of reviewing metrics, providing easy-to-understand visual representations of customer feedback. Gain valuable insights into customer satisfaction levels, sentiment analysis, and Net Promoter Score (NPS) effortlessly. By analyzing these metrics, businesses can pinpoint areas of strength and areas requiring improvement. Additionally, Customer Voice seamlessly integrates with Power BI, enabling users to drive survey data into advanced reporting for comprehensive analysis and decision-making.

Seamless Integration of Customer Voice with Dynamics 365

Within Dynamics 365 Sales, the integration with Customer Voice provides users with a comprehensive view of customer interactions. This includes not only sales-related data but also valuable feedback obtained through surveys. Sales representatives can access customer profiles enriched with survey responses, allowing them to understand customer sentiment and preferences better. This integration enables sales teams to tailor their approach based on customer feedback, leading to more effective sales engagements and improved customer satisfaction.

Customer Voice and Dynamics Customer Insights

Integration with Dynamics Customer Insights extends the functionality of Customer Voice by enabling seamless integration with email campaigns. Users can easily reference surveys within email templates, ensuring that survey links remain accurate and up-to-date. Moreover, by incorporating survey interactions into audience segments within Dynamics Customer Insights, businesses can create highly targeted and personalized customer journeys. For example, customers who provide positive feedback can be automatically enrolled in loyalty programs or promotional campaigns, while those with negative feedback can be routed to support channels for assistance. This integration empowers businesses to deliver tailored experiences that resonate with their customers, ultimately driving higher engagement and loyalty.

Automation with Power Automate

Power Automate enhances the automation capabilities of Customer Voice by enabling businesses to automate survey distribution based on predefined triggers. For instance, businesses can set up workflows to automatically send surveys to customers after specific events, such as completing a purchase or resolving a support ticket. By automating the survey distribution process, businesses can ensure timely solicitation of feedback without manual intervention, leading to higher response rates and more accurate insights. Additionally, Power Automate facilitates seamless data exchange between Customer Voice and other applications within the Microsoft ecosystem, such as Dynamics 365 Marketing and Power BI. This allows businesses to leverage survey data in conjunction with other business data to gain deeper insights and drive informed decision-making.

Native Interaction with Microsoft Dataverse

As Customer Voice is built on the Microsoft Dataverse platform, it seamlessly interacts with other applications and services within the Microsoft ecosystem. This native integration ensures that survey data is securely stored and easily accessible across all connected applications. Businesses can leverage the rich data capabilities of Microsoft Dataverse to analyze survey responses, generate actionable insights, and derive meaningful conclusions. Moreover, the native integration with Microsoft Dataverse simplifies data management tasks, such as data synchronization and data validation, ensuring data accuracy and consistency across the entire organization.

Customer Voice and D365 Customer Service

Leveraging Customer Voice alongside D365 Customer Service streamlines the feedback process. With pre-built automation templates, surveys can be promptly dispatched upon resolving a service case. Additionally, agents can conveniently access feedback responses within the Customer Service Workspace, empowering them to assess satisfaction metrics and gain valuable insights to enhance performance and improve customer experiences.

Microsoft’s Feedback Frontier: Customer-Driven Success

D365 Customer Voice empowers businesses to navigate the feedback landscape effectively, Microsoft Customer Voice stands as a robust solution for organizations grappling with feedback collection and analysis. Seamlessly integrating with Dynamics 365 and the Power Platform, Customer Voice facilitates streamlined feedback management processes, enabling organizations to drive actionable insights across diverse departments.


Microsoft Customer Voice emerges as a pivotal tool for businesses seeking to amplify their customer-driven success. By harnessing the power of seamless integration with Dynamics 365 and the Power Platform, organizations can effectively streamline feedback management processes and unlock actionable insights.

With Customer Voice at the forefront, businesses are empowered to navigate the complex feedback landscape with precision, driving enhanced customer engagement and fostering long-term success in today’s competitive market environment.

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