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LINK Development unveils Voice of the Customer solutions

New customer service solutions allow multi-channel, real time interaction with customers

The LINK solutions are intended to help companies to better understand and better serve their customers.
The LINK solutions are intended to help companies to better understand and better serve their customers.

Software developer LINK Development will unveil its new ‘Voice of the Customer' solutions at the Microsoft Dynamics Summit tomorrow.

LINK Development, a subsidiary of OTVentures, will showcase the new customer service solutions which have been developed to provide multi-channel, real time interaction with customers and collection and analysis of communications.

The company is a Platinum Sponsor of the Microsoft Dynamics Summit, taking place on April 20th in Dubai.

Fadi Antaki, chief executive officer of OTVentures, said: "Our collaboration with Microsoft over the past two decades aims at bringing value to customers in the region. Teaming up with Microsoft has enabled LINK Development to provide solutions critical to businesses, giving them insights that help them deliver outstanding customer experiences."

Amin Azab, LINK Development managing director, said: "As a leading Microsoft partner here in the region, LINK Development has been working on producing innovative solutions for companies and government entities in the UAE to better understand and, therefore, better serve the customer while improving the quality and efficiency in response time and service delivery."

The LINK customer solutions are intended to provide 24/7 availability for instant response to customers' voices on social media. The company provides personalised automated responses to customers' posts on Facebook and tweets on Twitter. Automating responses to customer interactions through social media lead to an efficient service and increased loyalty. It closes the gap between customer expectations and the level of service provided with timely response/action to requests or complaints.

Tarek El Araby, UAE commercial director at LINK Development said: "A five percent increase in loyalty can increase profits by 25%-85% for a business. Satisfied customers are nearly six times more likely to repurchase and recommend a company or product within their network than just neutral customers; they are likely to tell from five to twelve other people about their positive experience. LINK Customer Service solutions help organisations transform their customer experience by better understanding the customer needs and challenges, guiding customer service agents to positively impact the customer experience with its products and services. It provides intuitive and simple tools to proactively improve customer interactions, which leads to improved customer satisfaction and increased loyalty. Relying on the flexibility of Microsoft Dynamics technology, LINK Development offers the Customer Care solution either hosted at the customer's premises or on the cloud at the Microsoft's CRM Online."