Microsoft Dynamics 365 for Customer Service helps companies create loyalty and advocacy by creating great customer service experiences. It will enable your company to provide both agent-assisted and self-service customer support in an omnichannel environment.
By supporting omnichannel engagements, consistent experiences can be delivered across self-service and assisted service. There is a 90% expectation that consumers will receive the same level of consistency across channels. 72% expect contact center agents to be able to remember who they are, what they have purchased, and have insight into previous interactions. Omni-channel contact centers account for 8.4% of all contact centers.
A self-service portal and peer-to-peer community support feature are also part of Microsoft Dynamics 365 for Customer Service, allowing smooth and seamless transitions between agent interactions and onsite field service. Agents can access the resources they need to provide fast and effective service. Employees at all levels of your company can get the information they need in order to perform their tasks and communicate as a team. This will enable them to make the greatest impact possible on business outcomes.
Employees can work securely and innovatively with dynamic 365 for customer service
Ensure everyone has the best impact on business outcomes with Microsoft Dynamics 365 for Customer Service.
Build your own searchable knowledge base to deliver branded, personalized content through self-service and community options. Provide peer-to-peer interaction with easy-to-navigate forums and blogs. With Dynamic 365 authentication, you can authenticate, secure, and grant rights to custom entities.
You can easily and quickly serve customers on multiple channels and devices with the unified platform. Customers will also be able to access real-time information about their accounts, SLAs, and entitlements across channels with CTI framework, including creating personalized surveys.
You can access every agent's single, unified experience from anywhere and on any device. Through agents' scripts, entitlements, and recommendations, users can browse tools, third-party information, guidance, and data that will improve customer service and engage them in specific tasks.
You can view real-time and historical data through dashboards using powerful visualization capabilities. You can also identify cross-sell opportunities, explore what-if scenarios, improve service metrics, identify best practices, and report on KPIs and metrics using natural language.
You can manage all your channels from one universal database Content creators, experts, and agents can quickly create content and submit it with Quick Create. You can also associate knowledge articles with products, subscriptions, and other information from your account.
You can provide Core & Advanced Customer Service by providing Integrated Service Hub (USD), Email 2 Tickets, CRM Portals, Voice of the Customer, CTI Framework, IoT, Machine Learning, Social Engagement, Skype for Business, Power BI, Advanced Analytics, Chat, co-browse, video, click2call, and more.