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Microsoft Dynamics has integrated ViiBE as a screen-sharing tool for all users. Microsoft Dynamics CRM is known for its added value in optimizing customer satisfaction. In this way, the company can ensure that each potential or existing customer receives the best possible service from the sales or support team. A good way to provide effective services is to share employee screens so that you can directly control your clients’ operations in real-time. This changes the way your sales or support team operates, giving them a new way to interact with collaborators, thus saving time in the problem definition and recommendation implementation phase. Also, screen sharing is an effective and safe tool that can be used in parallel with other available features.
The sales process may vary by department, product, or customer. However, a salesperson must always understand the needs of his collaborators to find relevant solutions. Understanding the requirements can take different forms. Sometimes the customer can clearly describe what they are looking for, but many times, the sales rep’s job is to highlight the need by showing alternative and innovative solutions. Oftentimes, customers don’t even know that this option exists, and a good definition of demand is an important factor in driving sales. The ViiBE screen sharing tool integrated into Microsoft Dynamics is a real game-changer in defining customer needs.
By sharing their screen in real-time, the customer shows their use of the product. Then, the seller can notice the obvious weak points that can be solved with the proposed product or service. Today, you can let the product do the talking and let the customer show their use history in real-time, instead of introducing the situation to the customer with a well-prepared speech. As a result, ViiBE screen sharing in Microsoft Dynamics brings a better telephone sales ratio for sales members.
The customer success process can also take different forms. In contrast to the sales team, the support team needs to provide support for many collaborators, from company colleagues to customers. In addition, the support team pays more attention to defining the problem than defining the requirements. However, the built-in screen sharing feature in Microsoft Dynamics provides the support team with the same results as the sales team.
By allowing support team members to access the customer screen, questions become faster and more effective. A picture is worth a thousand words. This will allow the customer to successfully represent the issue more quickly and save valuable time for the partner. So the support team can find solutions for more and more problems every day, which means that the customer’s waiting time before receiving help is much shorter than usual.
Also, the first call resolution rate should increase because the support team can define the problem more effectively, which can produce solution suggestions almost immediately. This subsequently leads to better levels of customer satisfaction, which can be measured using KPIs, such as the Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT).
Overall, it is now clear that Microsoft Dynamics’s built-in ViiBE screen sharing tool is a real asset to the sales and support team. This is a very simple way to help your collaborators. Customer use is completely safe and does not require users to download any software. Sharing your screen with someone directly from Microsoft Dynamics’s built-in video assistance solution provides an effective way for agents to define needs or issues while providing real-time explanations.
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