Microsoft Dynamics 365 for Customer Service
Intelligent Applications for Smarter Customer Service Capability
Dynamics 365 for Customer Service helps your business harness expert customer knowledge and insight to deliver excellent support, however and whenever the customer chooses to interact.
Customers have their own preferred ways of accessing services today through online search, by phone, through mobile apps or online chat, or by quizzing field reps in person. Either way, you need to be sure you can respond immediately and with the same clear and targeted information in every single case.
How do you get that degree of consistency? With one information source serving all your channels, you can keep information up to date and instantly available to everyone who needs it.
Customer Service that Leads to Loyalty
Tools that Deliver the Consistency and Personalisation your Customers Expect
Omni-Channel Contact Management
With a single repository of information, customers access the same high level of service everywhere. Whether they choose to interact by phone, email, social media, online or mobile self-service, help pages or with field agents, they’ll experience the same quality and responsiveness. A unified platform of information available across all engagements.
Self-service & Online Communities
Provide a searchable portal and knowledge base for customers who prefer to research their own answers. Dynamics 365 makes it easy to set up, together with in-demand online community forums for discussion and experience-sharing. Make it simple for your customers to find information on their own.
Give your customer service agents all the information they need to respond to customers, in the field or from the office. Customer engagement and service histories are easy to access. No matter how and when the customer has been in touch, agents can follow on seamlessly from previous contacts and cases, with a 360 degree view of the customer set-up.
Knowledge & Service Intelligence
Insightful analytics help you track and maintain the quality of interactions and responses. You can monitor social media to anticipate service demands and intervene before issues escalate. Every employee can engage customers with relevance, precision and consistency, including proactive help and recommendations based on the customer’s profile and history.
Microsoft 2016 Report: The State of Global Customer Service
In a world where price and product can easily be matched, customer experience has become a key brand differentiator. It’s never been more important to understand customer expectations, perceptions, preferences, and trends.
Delivering Intelligent Customer Service
For further information to help you find Intelligent Customer Service Applications for your organisation, contact our Microsoft Dynamics 365 team today.