Microsoft Dynamics 365 Customer Service

Empower your teams to build effortless customer service

Microsoft Dynamics 365 Customer Service

With connectivity and accessibility offered by technology today, customers are more empowered than ever and expect maximum engagement with your brand. An intelligent customer service software increases brand loyalty through effortless customer interactions and engagement, and Microsoft Dynamics 365 Customer Service provides just that. With this solution, you can enable your organization to engage customers, empower your team, and find new ways to add value in the new service economy.

Customer experience boils down to making every customer interaction matter. Microsoft Dynamics 365 Customer Service helps organizations respond faster to customer service issues by empowering employees to deliver consistent and efficient customer care.

With customer experience rapidly overtaking price and product as the number one differentiator, digitally transformed organizations choose to resolve customer issues quickly through any channel and on any device that will set themselves apart. Microsoft Dynamics 365 for Customer Service can help your firm maximize brand loyalty and improve the value you are providing to clients by allowing them to engage on their terms, whether it’s through self-help, employee assisted, or on-site service.

Microsoft Dynamics 365 Customer Service: Features

Microsoft Dynamics 365 Customer Service empowers your teams with streamlined data and unified technology to deliver:

  • Understand and predict your customer needs throughout the journey, delivering value with every interaction through personalized communication.
  • Utilize the omni-channel capability to interact with customers on their preferred communication platform. Also enable end-to-end customer services across assisted service, self-help, and on-site services.
  • Provide customers with a consistent service experience to ensure that even if their case is transferred between agents or across channels, the customer receives a unified experience.
  • Utilize the relevance search to provide related and most appropriate articles/insights.
  • Gain meaningful insights with Microsoft Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences to enhance customer engagement.
  • Utilize agent-facing bots that use contextual customer data and make smart recommendations. This way you can increase your agent’s productivity and reduce escalations.
  • Make full use of Microsoft Teams and enhance collaboration across your organization and teams, to resolve cases faster irrespective of global location.
  • Automatically assign cases to agents, based on their ability and skill to resolve cases. You can do this by routing cases based on topic/channel using custom entity routing embedded in Customer Service omnichannel capabilities.
  • Work on customer feedback and improvise after every service engagement by combining customer data with survey insights from Microsoft Forms Pro, included with Customer Service.
  • Utilize common data service to make better business decisions and gain a single platform for all data. You also get a shared understanding of company-wide business data, updated from different business apps, flowing into and out of the same data lake.
  • Utilize your data effectively with the Common Data Model. Make sure that your agents refer to the same data as the departments across all business processes in your organization.
  • Understand and utilize the insights from your data to the fullest by combining the Customer Service software with industry-leading AI apps including Microsoft Power Virtual Agents, Customer Insights, and Customer Service Insights.

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