02 November 2020

Enhance the modern email template experience in Dynamics 365 Customer Service

Dropped in Dynamics 365 CRM

Formulated by Zak

Your customers are the lifeblood of your business, so it’s essential that your customer service team are seen to be proactive and responsive in navigating them through the support life cycle.

There are stages in the cycle, such as welcome emails, refund instructions, personalised signatures etc. that will apply to all your customers. Email templates within Dynamics 365 Customer Service help to standardise these processes across your support team with the ability to create and re-use.

In the October 2020 wave 2 release for D365 Customer Service, I’ve seen some fresh additions to the already modern email template experience that will help to make these processes run even smoother for you.

Copy and paste directly from Office 365

I’ve been there, relying on good old copy and paste to deliver factual information across in an email that is too monotonous to type. However, it can create immense frustration when you lose all formatting and are presented with a mix of incoherent words.

With the modern toolbar in D365 Customer Service, from October 2020, you will be able to copy and paste formatted content from Office documents such as Word and Excel, while maintaining formatting.

Undoubtedly, saving your customer service team the time of fiddling around with the rich text editor in emails. You’ll be able to email your customers the numbers they require in Excel, or the instructions that sit in Word with faith in the good old CTRL+C and CTRL+V.

Personalise messages to your customer

When you speak to a person, their name is the greatest connection they have to their identity. As a result, a person is more likely to listen or take notice when you engage with them.

From October 2020, you will also be able to personalise the messages your customer service team send to people, by using dynamic customer or entity data.

This can be a great time-saver, particularly through the aforementioned stages of the support life cycle. You will be able to add the dynamic expression of FirstName to all your welcome emails and refund instructions. In turn, helping you to avoid the embarrassment of a typo, while offering a subtle personal touch to your customer.

In the coming months, I will be discussing more of the features that are on the horizon for D365 Customer Service, so watch this space and discover how the solution can help you to support your customer.

Enhanced on 18 Nov 2020

Reply to Zak's post

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