InMoment XI Platform vs. Microsoft Dynamics 365 Customer Service

InMoment VOC is well suited for any hospitality-based company that is guest-centric. It's like receiving a report card every day with info about what we are doing well and where we need to improve. I like how we were able to customize so many things like how often our managers receive emails and how organized guest recovery is now. I don't care for the reply templates. I don't like the idea of a guest feeling the reply is robotic in any way. Especially, if the guest reaches out more than once and the team uses the template provided in the system again. I think it takes away from the sincerity of the managers' response.

Incentivized

With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.

• Data Concilations
• Tracking realtime surveys
• Gain consumer insights

Incentivized

• Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
• It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
• This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
• Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
• A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.

Incentivized

• I wish we could edit some of the information on our end. Sometimes it takes a little while to get access issues resolved from the support team going back and forth in emails.

Incentivized

• It occasionally crashes or slow down, but it usually works great.
• Costly.

Incentivized

Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.

Incentivized

• Helped us improve product quality by 3%
• Improve speed of service by 13%
• Gain more customer insights with less manpower.

Incentivized

• It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
• Ease of Routing it to appropriate customer support agent
• Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.