Dynamics 365 Customer Service
Dynamics 365 Customer Service can help you build brand affinity and customer loyalty by providing a personalised and efficient experience to your customers. Empower your customer service representatives with the tools and information they need to resolve customer inquiries and issues quickly and effectively. Explore a unified view of customer interactions across multiple channels, AI-driven insights and recommendations, and automated workflows to streamline case management. With these features, you can provide proactive and personalized service to your customers, building a strong relationship and fostering customer loyalty.
Unify customer service with automation and tracking
Microsoft Dynamics 365 Customer Service is a model-driven business application that uses built in intelligence to guide businesses to deliver faster more personalised support adding value to every interaction. This application unifies service provision, saves agents time and helps your business to build and retain lifelong customer relationships.
Insights Feature
Every interaction an agent has with a client is personalised utilising information from customer service insights. These insights capture a 360-degree view of the customers journey, ensuring the agent always has all the relevant information they need to address and assist the customers enquiry.
Dashboard Feature
A highly graphical and user rich dashboard is accessible for every customer, this is where all their information is stored and every interaction with an agent is recorded. This can then be analysed and shared in the knowledge base with other agents.
Customer Voice
Customer Voice measures and configures customer feedback using surveys. This then offers the ability to analyse trends and inform actions to increase engagement and customer satisfaction.
Knowledge Base
An inbuilt knowledge management solution where information can be stored about common issues or products. Agents can access this knowledge database to quickly resolve cases and see trends forming. Customers are also able to access an FAQ section formed from the Knowledge Base to help resolve their own issue and reduce overall case load.
Case Management
Streamlining communication and case management are of high importance. Queues and scheduling meetings help organise, prioritise and monitor your work progress and load. Effective reminders ensure customers are not left waiting and your agents never miss a call.
Live Chat
The ability to quickly chat with customers is available through the inbuilt chat function. Conversations are recorded and stored and can be easily transferred between agents. Various mediums are available whether that be Microsoft Teams or WhatsApp to name a few.
Power Virtual Agents Integration
Create and design your own Power Virtual Agent, with the ability to automate routine conversations and utilise information from Sales Insights to streamline customer interactions and remove the need for manual data entry. Once preliminary conversation checks have been completed, the virtual agent can transfer customers to the most appropriate agent using intelligent case routing.
Benefits of Dynamics 365 Customer Service
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Case Management
Intelligent case management features such as Virtual Agents guarantee quick response times and a professional, standardised process.
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Data Insights
Data from Customer Service Insights and Customer Voice allows agents to analyse data and conversations, easily identifying areas they need to improve on. Managers can also review their teams work and work with them to rectify any difficulties to equip them to provide a better level of customer service.
Knowledge Base
Readily available data with knowledge articles empower the agents to quickly resolve the issue at hand. Trends can also be analysed to prevent further issues.
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