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Tag: #365blogpostsin365days

{How to} Personalize messages and make journey decisions based on web interactions

uk365guy

Hello Everyone,

Today i am going to share my thoughts on how to personalize messages and make journey decisions based on web interactions.

Let’s get’s started.

Let’s see an example of how you can personalize messages and make journey decisions based on web interactions in a customer engagement scenario using Microsoft Dynamics 365 Customer Insights – Journeys.

Scenario: An E-commerce Business Promoting a New Product

You run an online store and want to personalize customer engagement based on their web interactions with a new product page.

1. Web Interactions Tracking Setup:

Use D365 Real – Time Journeys to track user interactions on the website.
Implement a tracking script on the product pages to capture visits and egagement.
Store interaction data in Customer Insights profiles.

2. Customer Journey with Decision Points

Trigger Customer visits a product page

When a customer visits the page, they enter a journey.

Decision Point: Customer Interaction Type

a. If the customer clicks ” Add to cart” but doesn’t purchase -> Send a follow – up email.

Personalized Message Example:

Hey [Malla} , you left something in your cart! Complete your purchase today and enjoy free shipping.
[Complete Your Purchase].

b. If the customer scrolls through the page but doesn’t take action -> Send a product education email.

Personalized Message Example:

Hi [MALLA REDDY] Wondering if [ IPHONE 16] is right for you? Here’s how it can help![Read more]

c. If the customer abandons checkout -> Send a discount offer

Personalized Message Example:

Hey[Malla Reddy], we noticed you were about to checkout but didnt complete your order. Here’s a 10% off coupn just for you.
[Use Code: Save10]

d. If the customer purchases -> Send a thank – you email + future upsell

Personalized Message Example:

Thank you for your purchase, [Malla Reddy] We appreciate your support. Here’s a special offer on related products.
[Shop more]

3. Automating in Dynamics 365

Use Customer Journeys to automate these messages

Leverages real – time marketing triggers for website visits, cart abandonment and purchases.

Personalize message using Dynamic Content Tokens (e.g.[Malla Reddy], [IPHONE 18]

Outcome:

Increased engagement with tailored messages.
Higher conversations with timely follow-ups.
Better customer experience through relevant interactions/

That’s it for today.

I hope this helps.

Malla Reddy Gurram(aka UK365GUY)
#365blogpostsin365days

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{Do you know} How to refine email content in running journeys on dynamics 365 customer insights

uk365guy

Hello Everyone,

I hope everyone is well.

I took a month break after continous 365 days blog posts for a year.

Starting again:

Today I am going to share my thoughts on how to refine email content in running journeys on dynamics 365 customer insights.

Let’s get’s started.

You can refine email content in running journeys on Dynamics 365 Customer Insights without interrupting the customer experience or creating a new version.

Here are some key features and steps to help you:

1. Seamless Editing: You can easily edit the content, layout. links, buttons or dynamic elements in your email messages while the journeys is running.

2. Personalization: Use the email editor to add personalized data dynamically. This can include information unique to each recipient, enhancing engagement.

3. Link Management: Track the performance of your edited links and compare them to the original to optimize engagement and conversion rates.

4. Rich Media: Add feature rich links to documents, videos, surveys events and more directly from the asset library.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Support sellers with Copilot for Sales mobile experiences in Teams

uk365guy

Hello Everyone,

Today I am going to share my thoughts on supporting sellers with Copilot for Sales mobile experiences in Teams.

Let’s get’s started.

Certainly! Microsoft Copilot for Sales in an AI assistant designed specifically for sellers. When using the Microsoft Teams mobile app, sellers can benefit from core experiences that keep them connected and efficient while on the go.

Here are some key features:

1. Message Extension: Sellers can search CRM records and share information with colleagues directly in chat messages.

2. Personal App Experiences: Quick links to essential documentation and admin settings are available for easy access.

3. Sales Personal Assistant: Copilot provides recommendations, minimizes data entry and persoanlizes engagements to help close deals faster with higher win rates.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Select instead of type email addresses in Outlook and Teams.

uk365guy

Hello Everyone,

Today I am going to share my thoughts on select instead of type email addresses in Outlook and Teams.

Let’s get’s started.

Microsoft is introducing a new feature that allows you to select instead of type email addresses in Outlook and Teams.

This feature will enable you to choose from email suggestions as you type in the “To” field, making the process more efficient and user-friendly. It’s set to reach general availability on August 5th, 2024.

If you’re experiencing issues with the teams add-in for Outlook not using your preferred email address for sending invites, you might want to check the default email settings in both Outlook and Teams.

Ensure that your work emails it set as the default in Outlook and that it’s also selected as the default scheduling account in Teams settings.

If the probelm persists, it could be beneficial to contact Microsoft Support for further assistance.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{How to} Connect Copilot Studio Voice IVR from Dynamics 365 Omnichannel

uk365guy

Hello Everyone,

Today I am going to share my thoughts on the Copilot Studio Voice IVR connect to Dynamics 365 Omnichannel.

Let’s get’s started.

Suppose you have a requirement for a call center to use Dynamics 365 Customer Service Omnichannel and organisation receive phone calls through toll free number and you would like to route those calls from Copilot Studio IVR and further transfer those calls into Omnichannel to answer the calls by customer service agents.

Prerequisites:

You will need:

1. Office 365 – License
2. Dynamics 365 Customer Service – License
3. Dynamics 365 Customer Service Digital Messaging and Voice Add-in
4. Copilot Studio – License
5. Azure Communication Services – Subscription and Phone number
6. Copilot Studio and Dynamics 365 Omnichannel should be in same Microsoft 365 Tenant

To connect Copilot Studio’s Voice IVR to Dynamics 365 Omnichannel, follow these steps:

1. Configure the BOT:

In the Copilot Studio, open the bot you want to integrate.
Navigate to settings > Customer Engagement Hub > Omnichannel.
Select Connect to link your bot with Omnichannel.

2. Enable Voice:

In the Omnichannel section, ensure the Enable voice option is selected.
Configure the bot to handle voice interactions, including speech recognition and DTMF inputs.

3. Agent Transfers:

Go to Manage > Agent Transfers in Copilot Studio.
Select Omnichannel and enable it to allow seamless handoff to live agents.

4. Test and Deploy:

Test the integration to ensure everything works as expected.
Deploy the bot to handle customer calls through the voice IVR.

For detailed information visit Microsoft Docs: here

That’s it for today.

I hope this helps.
Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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