There are many studies and surveys over the past couple of years that explore the idea of customer self-service and its importance to a business and their customers. Most of those studies show a strong preference by customers to utilize self-help options, if they are available. As high as 75% of customers say that web self-service is a convenient way to address problems or issues that they are faced with and as many as 67% say they prefer web self-service to dealing with customer service agents (source: Nuance Communications). These high percentages should be eye-opening to businesses – especially when considering that customer self-service options are often the fastest and most cost-effective ways for the business to provide support. To realize this efficiency and cost-saving, a business must integrate their self-service solutions to their core business software. A customer self-service portal for Microsoft Dynamics CRM can allow you to expose core self-service functionality to your customers – knowledge base, discussion forums, documents and support case management – all integrated seamlessly with Dynamics CRM. This means no manual data entry, data imports and disconnected data. A true 360 degree view of your customers. Make no mistake, customer self-service has become an expectation for customers in today’s connected world. For Microsoft Dynamics CRM customers, a self-service portal should not be an after-thought, but should be a part of the implementation roadmap of most CRM projects. For more information on a customer portal for Microsoft Dynamics CRM, talk to your CRM partner, or check out CRM Vertex and join us for a webinar!
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