With fragmented systems, many companies find it challenging to meet customers’ needs for swift and personalized interactions. Imagine a scenario where your customer service representatives are juggling multiple platforms, leading to delays, miscommunications, and, ultimately, frustrated customers. 😞
This is where the integration of KrispCall with Microsoft Dynamics steps in as a near-perfect solution. By integrating KrispCall’s cloud telephony services with the Microsoft Dynamics CRM platform, businesses can streamline their communication process. 🙂
Here, in this blog we’ll explain how this integration can transform your customer service approach and elevate your business to new heights.
So let’s get started! 🎉
Challenges faced by customer support teams
Perhaps, when the data flow isn’t seamless, it can lead to delays or confusion during calls, which in turn can lead to a fragmented customer experience. This not only affects the efficiency of support agents but can also degrade the overall customer experience.
Whats more is that customer support teams often struggle with customer contacts including maintaining up-to-date customer profiles and tracking interactions across multiple channels. This poor management can lead to miscommunication and a lack of personalized service. Additionally, sometimes the entire process can be complex, which can impact their productivity and satisfaction.
Why integrating KrispCall with Microsoft Dynamics is the solution!
The integration of KrispCall with Microsoft Dynamics provides an end-to-end solution for customer support teams, offering a unified platform that bridges the gap between telephony and CRM. Here’s why this integration is the ultimate solution:
1. Streamlines telephony flow
With KrispCall and Microsoft Dynamics integration, customer support teams can handle all their telephony needs in one place. Agents no longer need to switch between platforms, enabling faster and more efficient responses. The ability to handle phone calls and SMS through a unified system drastically improves operational and telecommunication flow.
2. Helps get instant customer insights
With KrispCall’s capabilities integrated into Microsoft Dynamics, agents gain instant real-time insights into customer interactions. The system automatically populates customer information, including interaction history, enabling agents to provide personalized service without delay.
3. Automate data logging
One of the standout features of KrispCall’s integration with Microsoft Dynamics is automated data logging. Each call, SMS, or other interaction is automatically recorded within the CRM, eliminating the need for manual data entry. This improves accuracy and saves valuable time for customer service agents.
4. Enhances Collaboration Across Teams
When all customer interactions are tracked and stored in Microsoft Dynamics, other departments, such as sales or marketing, can access up-to-date information. This enhanced visibility fosters collaboration between teams and ensures consistent communication throughout the customer lifecycle.
5. Better Customer Experience
Customers no longer need to repeat their information when reaching out to different agents. KrispCall’s integration ensures that agents have all the relevant details at their fingertips, resulting in a smoother, more personalized customer experience. This not only improves customer satisfaction but also boosts loyalty.
Features of KrispCall and Microsoft Dynamics Integration
Integrating KrispCall with Microsoft Dynamics brings a host of advanced features and functionalities to enhance your business communication and customer relationship management. So here are some essential features that you have to consider:
1. Click-to-Call convenience
With the click-to-call feature, agents can make calls directly from Microsoft Dynamics with just one click. There’s no need to switch between different apps or systems, saving time and allowing agents to focus more on helping customers quickly. This is especially useful when managing a high volume of calls, ensuring customers don’t have to wait long for a response.
2. Automatic call logging
With this integration, you can automatically log every call into Microsoft Dynamics. This removes the hassle of manual data entry for agents and keeps track of every conversation. With detailed call logs, agents can easily look back at past interactions, making sure they have all the information needed to assist customers efficiently.
3. One-stop contact management
With KrispCall integrated into Microsoft Dynamics, agents have all customer details in one place. Whether it’s a phone call, text message, or email, agents can quickly access a customer’s complete history. This helps them provide personalized support, such as referring to previous conversations or understanding ongoing issues, making customers feel valued and appreciated.
4. Instant notification alerts
Agents get real-time alerts when a customer reaches out, making it easier to respond quickly. This reduces wait times and ensures that urgent issues are addressed right away. Customers appreciate timely responses, and this feature helps teams stay on top of their tasks and improve overall customer satisfaction.
5. Caller identification
With the integration of KrispCall and Microsoft Dynamics, your caller identification can be more effortless. This also means that whenever your phone rings, the caller’s details, like their name and phone number type, can instantly appear from your CRM. Through this, it enables sales and support teams to have immediate context about the caller, improving efficiency and allowing for personalized interactions.
How can customer support teams use KrispCall and Microsoft Dynamics Integration?
Integrating KrispCall with Microsoft Dynamics 365 enhances customer support teams’ ability to manage calls and improve overall service. Here are the detailed use cases:
1. Personalized Customer Interactions
With the KrispCall and Microsoft Dynamics 365 integration, customer support agents can access a customer’s complete history and context before answering a call. This allows them to provide a personalized experience tailored to the customer’s needs and preferences.
For example, imagine receiving a call from a customer whose account manager is Agent Y. The integration allows KrispCall to instantly check for the assigned owner in Microsoft Dynamics. If Agent Y is available, KrispCall rings both their desktop and mobile apps simultaneously so they can handle the query directly. This ensures that the customer always gets connected to the most knowledgeable agent, leading to personalized interactions and higher satisfaction.
If the assigned owner is unavailable or no owner is specified, the call will follow your established routing rules, making sure it reaches the next best agent. This guarantees that your team is always well-prepared to offer a personalized touch, no matter the circumstances.
2. Streamlined Call Handling
Rather than bouncing a call from one department to another, the integration facilitates streamlined call handling. As soon as a call enters the system, KrispCall references the data from Microsoft Dynamics to ensure that it is immediately routed to the agent most familiar with the customer’s history.
For example, if the customer has a pending support ticket or an ongoing sales discussion, the call will be directed to the appropriate department or agent. This eliminates unnecessary call transfers, reduces customer wait times, and ensures faster query resolution.
3. Improved First Call Resolution
By ensuring that every call is routed to the agent who owns the contact in Microsoft Dynamics, KrispCall significantly improves first-call resolution rates. Imagine a scenario where a customer has a technical issue that was previously handled by Agent Z. With this integration, the next time the customer calls, they are automatically connected with Agent Z, who is already familiar with the customer’s issue and can quickly provide assistance.
This minimizes the need for customers to repeat themselves and enables agents to resolve issues faster, reducing the overall call-handling time. In the event that the assigned agent is unavailable, the system intelligently routes the call based on preset rules, ensuring that the customer still receives timely and relevant support.
Step-by-Step Guide to Integrating KrispCall with Microsoft Dynamics
Step 1: Log in to your KrispCall account and Go to Settings.
Step 2: In the Settings menu, you’ll find Integrations under App Settings. Click on it.
Step 3: Clicking this will bring up a list of business tools and CRM software you can integrate with KrispCall. To integrate KrispCall with Microsoft Dynamics 365, click on the Connect → button just below Microsoft Dynamics 365.
Step 4: Clicking on the Connect → button opens a new pop-up window asking you to enter the URL of the Microsoft Dynamics 365 account you want to integrate with KrispCall.
Step 5: To get the URL, you need to go to the Microsoft Dynamics 365 account login to it, and copy the URL as shown in Fig Below:
Step 6: After copying the URL from the Microsoft Dynamics 365 account paste it to the Microsoft Dynamics 365 URL section and click the next button.
Step 7: After clicking the next button you should click on to submit button. You will then be redirected to the Microsoft Dynamics 365 connection page.
Step 8: Select the account that you have pasted the URL (in Step 5) in the Microsoft Dynamics 365 URL section.
Step 9: Accept the consent for integration into the KrispCall
Step 10: After accepting the consent, you will be redirected to the KrispCall application and the integration successful message will pop up on the screen.
