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Perfect the art of retaining customers with
Microsoft Dynamics 365 Customer Service
Explore the key features of Dynamics 365 for Customer Service
Every business could improve their customer service in one way or another, whether that’s real-time intelligent recommendations to resolve customer queries faster or an omni-channel experience that captures feedback on your customers’ channel of choice. There’s always room for improvement when it comes to customer service!
With Dynamics 365 Customer Service (previously known as Microsoft Dynamics CRM), you can connect the dots by delivering a faster, more reliable and personalised service to add value to every customer interaction. Give your customers the service they expect.
Interact with customers through their preferred channel
Whether it’s chat, social media, email or phone, the preference is in your customers’ hands
A centralised view to deliver personal customer service
With the right information to hand, deliver an informed and tailored experience at every touchpoint
Lower support costs whilst improving customer satisfaction
Give customers the freedom to serve themselves with online portals, knowledge bases and forums
Get new recruits up and running quickly
Use guided learning paths to get new members quickly delivering the excellent service customers expect
Collaborate effortlessly with your colleagues
Work as a unified team to increase productivity and adapt to customer changes quickly and effectively
Identify opportunities to improve
Always have at hand the information & analysis you need to improve customer service levels
Easily interact with customers through their preferred channel
- Automatically create cases - from emails, chat, on SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM and Line – and manage them all in one single place (along with those received over the phone)
- Respond and resolve your customers’ issues through those same channels they communicated with you initially – and all through Omni Channel for Dynamics 365
- Turn a remote customer or prospect chat into a virtual – yet engaging – video conversation by integrating Microsoft Teams with Dynamics 365 Customer Service. By integrating Teams and Customer Service, you’re also reducing the need to switch between applications, saving time and boosting productivity
- Give your customers an instant answer to their frequently asked question with a Chatbot and free up your teams’ time to focus on the more complex customer queries
A centralised view to deliver personal customer service
- Stop repeating old conversations, or getting wires crossed with other colleagues, with a complete overview of your customer’s account to instantly see the latest touchpoints, what was discussed, and the actions needed to be taken
- Anticipate your customers’ needs based on previous conversations and support history; staying ahead of the curve will demonstrate how much you value their custom
- Out of the box integration to Dynamics 365 ERP solutions such as Business Central, along with capability of integrating to other platforms to bring transactional together with relationship data
- Capture honest and valuable customer feedback to improve the overall customer experience via Dynamics 365 Customer Voice (included in Customer Service)
Lower support costs whilst improving customer satisfaction
- Enable customers to serve themselves with an online Powered by Power portal - to log support cases and track progress through to resolution
- Share knowledge with your customers through the same online portal with knowledge base articles plus the opportunity to collaborate and share tips on forums with other users and your own experts
- Use business process flows to guide your team on how to resolve common issues, avoid mistakes that could result in unsatisfied customers and automate repetitive tasks
- Boost productivity by automatically assigning specific customer queries to the appropriately skilled team members through case routing rules
Get new recruits up and running quickly
- Use guided learning paths (pop up bubbles to guide users through forms, process flows and other aspects of Dynamics 365) to help on-board new users and quickly start providing the excellent level of service your customers expect
- Drive up consistency, and efficiency, by providing staff – old and new - with valuable agent scripts
- Take advantage of real-time, AI-powered suggestions that recommend similar knowledge articles or cases that staff can use to resolve customers’ issues quick
Effortlessly collaborate with your colleagues
- Use the embedded Teams capability, to collaborate more easily with colleagues, to resolve cases faster and more effectively
- Stay up-to-date and connected with your team with the mobile app with access Microsoft Dynamics 365 Customer Service from anywhere, at any time
- Work across multiple open cases and related tasks without losing any work in progress – with everything all in one place
- Respond to real-time customer feedback and survey insights from Dynamics 365 Customer Voice that is embedded into Dynamics 365 Customer Service
Identify opportunities to improve
- Identify which products/service offerings are causing the most customer issues – with the insight to prevent them occurring in the first place
- Pinpoint which customers are logging the most cases and might need more pro-active support and training
- Visualise and track success against key performance indicators – by agent, by product/business area, across timelines – with the built-in customer service dashboard and/or Microsoft Power BI
- Adapt quickly to customers in real-time with sentiment analysis and translation
Explore the key features of Dynamics 365 Customer Service
Every business could improve their customer service in one way or another, whether that’s real-time intelligent recommendations to resolve customer queries faster or an omni-channel experience that captures feedback on your customers’ channel of choice. There’s always room for improvement when it comes to customer service!
With Dynamics 365 Customer Service (previously known as Microsoft Dynamics CRM), you can connect the dots by delivering a faster, more reliable and personalised service to add value to every customer interaction. Give your customers the service they expect.
