Can any problems appear while you use Microsoft Dynamics CRM?
Imagine that you travel by car in a county you are for the first time in your life. Imagine you have got plenty ways to go but you don't know what to choose and how to make your trip safe and interesting. Your eyes are always in that useless map instead of watching the road. The only simple thing you need is a GPS navigator that will show you the way and take care of your route.
In Microsoft CRM world you've got the same situation. You are always able to use Built-in Help. No doubt that this document contains a lot of information but it takes time to find the required answers. You can also ask your colleagues or try to find it in Internet. Anyway as a result you'll lose a lot of time and money! Do you really need for example your specialist in sales to waste his/her working hours searching for some information instead of selling your product?
What do users do now when they don’t know how to perform a particular task in Microsoft CRM?
When end user of Dynamics CRM faces a problem he/ she has several ways of solving it. Different people prefer different ways of getting information. Some people prefer to read, someone prefers to talk. Therefore they can choose from:
- Sending an email to the Microsoft CRM partner’s technical support is certainly the most time-consuming option. It is difficult to describe the problem in detail at once, so usually it takes several iterations for the support team to understand the problem and explain the solution.
- Submitting a support case on the Microsoft CRM partner’s web site is the most frequently used method. It’s very popular since it can be easily tracked by both parties, but it has a lack of actual both directions communication. Since you have submitted the case, you have to wait when the support team contacts you to start solving your problem. Again there is a time issue.
- Making a phone call to the Microsoft CRM partner’s support service is quite an easy way to solve the problem of the Microsoft CRM user when he does not know how to perform some action. But in this case the user still can confront with some difficulties: support desk phone line is always busy, so he/she has to wait on the line to get help, and how long will it take to take dictation of a lengthy link?
- Reading Microsoft CRM built-in Help that includes a lot of information. Usually it is quite difficult or even impossible to get the exact answer on your specific question.
- Searching of the solution in the Internet sometimes takes a plenty of time and effort, especially if the person does not know where to search for the information on a specific issue. Also the user cannot be assured of reliability of the received information.
As you can see all of these ways will result in a delay of your work and eventually a loss of money.
What does OnlineHelp bring to people who use CRM?
OnlineHelp allows getting the answer on a specific question immediately. As soon as a Microsoft Dynamics CRM user faces a problem she or he clicks the OnlineHelp button and our support person will start speaking with the user in the chat. What is important here, the user starts chatting with a knowledgeable person with no need to open any additional program and leave CRM window.
Besides a live chat a support person can initiate a screen sharing session to take control over the user’s mouse and keyboard and perform all the necessary actions to eliminate the problem and get the user going.
This saves plenty of your employees’ time – no hanging on the phone line, no waiting for the email answers that might appear useless.
