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Turn your customers’ problems into business opportunities
Consumers want their problems to be solved as soon as possible, regardless
of the channel chosen to communicate with the brand.
Keepig that in mind, Microsoft developed Dynamics 365 Customer Service, which enables your company to offer high-level Customer Service, with faster, more assertive responses that provide excellent experiences ‒ even if the communication happens at the same time, on multiple channels (omnichannel).
Transform the way your company communicates with its audience. By automating the Customer Service area, your business becomes omnichannel, provides excellent contact experiences, and integrates all the customer information onto a single screen. The quality of your customer’s experience increases,adding more value for the business. Your company starts to engage, retain, and conquer more customers.
Independent of each customer’s favorite communication channel (chat, text or voice messages, WhatsApp, social networks etc), they expect continuity, resolution, and finalization of the service. The omnichannel features of Microsoft Dynamics 365 Customer Service capture those requests, no matter where they came from, and deliver good self-service experiences. Also, by centralizing the demands and the resolution journey, the tool facilitates the management of services and provides fluidity to the customer experience.
Having access and understanding of each customer’s needs is the key to resolving them as quickly as possible. Microsoft Dynamics 365 Customer Service resources provides a 360º view of customers, which makes it easier to understand requests and search for value-added solutions. In addition, the articles in the knowledge base are always available to the agents during the communication. Microsoft Dynamics 365 Customer Service offers full support to agents so they can increase the resolution index within the first contact ‒ what we call FCR (First Call Resolution). FCR increases retention of the target audience, due to the agility and quality of the service provided.
Microsoft Dynamics 365 Customer Service productivity tools offer resources to help agents perform activities efficiently, while keeping to the processes. Smart Support has Artificial Intelligence (AI) mechanisms that suggest knowledge articles and examples of similar occurrences. Agents can also count on assistance guidelines, better known as Agent Scripts.
In addition to the tools that promote resolution in the first service, Microsoft Dynamics 365 Customer Service offers automated routing resources for the following areas: Resolution, SLA Control (Service Level Agreement), and Tracking Occurrences. Through dashboards, managers have an in-depth, real-time view of the entire operation, allowing them to gain insights for the improvement of the area. Microsoft Dynamics 365 Customer Service can be integrated to legacy systems and other technologies used by the company, making the processes even more robust and providing analytical capacity for managers and agents.
Microsoft Dynamics 365 Customer Service allows automated, real-time analysis of customer’s feedback s, so managers and agents can capture meaningful information and direct the customer in the best possible way.
Microsoft Dynamics 365 Customer Service has advanced AI and IoT (Internet of Things) capabilities,
as well as easy-to-view dashboards that centralize customer information.
Microsoft Dynamics 365 Customer Service is intended for all businesses and industries, as well as all market sectors.
Microsoft Dynamics 365 Customer Service is a cloud-based solution from Microsoft that helps businesses deliver comprehensive, personalized, and efficient customer service. The platform consolidates all customer interactions into a centralized interface and offers tools to automate and optimize the entire customer service process, from inquiries to issue resolution.
Dynamics 365 Customer Service enhances customer loyalty through optimized and personalized interactions across multiple channels. Key benefits include increased customer satisfaction through quick and accurate responses, a unified platform for all customer interactions, automation of repetitive tasks, AI integration for predictive analytics, and the ability to monitor and adapt customer service in real-time.
Dynamics 365 Customer Service suits businesses of all sizes and industries looking to optimize their customer service operations. It is especially beneficial for organizations seeking to boost customer satisfaction and loyalty while efficiently managing complex customer inquiries. Industries such as retail, financial services, healthcare, and telecommunications particularly benefit from this solution.
Dynamics 365 Customer Service includes a range of features, such as multichannel customer service (phone, email, chat, social media), ticket management, knowledge bases, self-service portals, case management, predictive analytics, and AI-driven recommendations. The solution centralizes and automates the entire customer service process to ensure quick and accurate responses to customer inquiries.
Yes, Dynamics 365 Customer Service integrates seamlessly with other Dynamics 365 products, such as Dynamics 365 Sales and Marketing, as well as external CRM and ERP systems. This integration gives businesses a holistic view of their customers by consolidating key data from various departments into a single platform, enhancing efficiency and accuracy.
Using automation and AI-driven tools, Dynamics 365 Customer Service enables quick and personalized handling of customer inquiries. The system ensures customers receive accurate information and solutions in the shortest time possible. Additionally, businesses can monitor their customer service operations in real-time and respond promptly to changing needs, maintaining high levels of customer satisfaction.
Dynamics 365 Customer Service provides self-service portals and knowledge bases, allowing customers to find answers to frequently asked questions and resolve their issues independently. These portals can be customized and offer 24/7 access to essential information, reducing the volume of incoming inquiries while increasing customer satisfaction.
Yes, Dynamics 365 Customer Service features an intuitive and customizable interface that enables service teams to work efficiently. Integration into familiar Microsoft tools like Outlook and Teams allows users to quickly access relevant information, while customizable dashboards and reports optimize the service process. The platform requires minimal training and can be flexibly adapted to the business’s needs.
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