Customer Service for Microsoft Dynamics 365
Customer Service
An increasingly connected digital world has changed the way customers engage with brands. In an age of commoditized products and services, companies look to customer experience as a key competitive differentiator. Customer Service organizations are at the epicenter of a company’s ability to deliver a differentiated and a consistent engagement experience.
Microsoft Dynamics 365 for Customer Service supports the omni-channel, which enables consistent experiences across any combination of self and assisted service engagements. We provide a robust portal for self-service and peer-to-peer community support, with seamless transitions to high-touch agent interactions, or field service when there is a need for onsite help. Our Customer Service solution empowers agents with all the resources they need to provide fast and effective service. We empower people at every level of the organization with insights relevant to their role so that everyone can have a positive and meaningful impact on business outcomes.
Key Benefits
Earn Loyalty
Increase brand loyalty and advocacy by providing personalized and contextual interactions across the customer journey, through any channel and from any device.
Empower Agents
Provide your agents with everything they need to deliver a more personalized, effective standard of service – using tools that are at their fingertips, from a single application.
Stay Agile
Adjust at the pace of innovation through actionable insights that anticipate the rapidly changing needs of customers and your brand.
Key Capabilities
Omni Channel
Enable end-to-end service engagements across channels on any device. A unified platform ensures context and consistency, delivering personalized service with minimal customer effort.
- Complete 360-degree view of the customer, including full history of interactions, user preferences, and relevant customer information from third party applications
- Complete customer information shared across channels and interactions to ensure consistent experiences, regardless of the number or variety of channels leveraged over the course of a single service request, or throughout the customer lifetime
- Real-time insights, SLA timers and entitlements, are presented to the agent so that every interaction is personalized and contextual
- Machine learning scenarios detect social post sentiment and intent, and automatically create and route as cases
- Create more personal experiences with chat and co-browse
- Drag-and-drop survey designer, theme editor and rich design logic makes it easy to create personalized surveys with multiple delivery mechanisms
- CTI framework with several integrations and adapters currently in market
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