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Microsoft Dynamics 365 for Customer Service
Microsoft Dynamics 365 for Customer Service
Microsoft Dynamics 365 allows to automate your company’s support team. The service expands your possibilities for convenient and personalized interaction with customers, as well as increasing their loyalty. Every interaction matters in the customer service, and modern customer expects unhindered contact with your company regardless of the service channel. Microsoft Dynamics 365 Customer Service will help you to process the client’s request, as well as to predict possible problems, solve them before clients have time to think about them. So this service works on forming the reputation of your company as a reliable partner, constantly in touch.
With Dynamics 365, you offer your customers the information they need by accessing knowledge articles and artificial intelligence-based agents. This provides a quick solution to many client issues and allows your employees to focus on more complex customer problems.
Dynamics 365 Customer Support provides a wide range of self-service solutions using Microsoft Power Platform-based portals.
Dynamics 365 Customer Service integrates easily with other Microsoft applications such as Dynamics 365 for sales, marketing, etc. All Dynamics applications rely on one data model and avoid redundancy.
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Abilities
Self-service system for customers
Create Self-service, Community and Target Group Oriented Chat Portals
Employee awareness
Create a knowledge base for your staff by providing them with the necessary working information
Customer review 360°
Personalize each experience and process service requests faster and more efficiency. Route calls and configure queues
Internal information accessibility
Integrate the company’s internal departments for a single service process, set the level of access to information for each employee
Image in the eyes of customers
Assess customer’s satisfaction in the system and adjust work with clients based on this
Reporting analysis
Make strategic decisions based on reporting with different visualization options
100+
5+
200+
100%
Key benefits
Omnichannel service
Ensure agreed and consistent communication with your customers across all service channels. Communicate with clients on their preferred channel, including Chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, etc. through multi-channel customer service. Unified platform provides contexts for all channels and interactions with minimal effort for customers
Self-service and community portals
Increase the ability of customers who prefer to find answers themselves. Dynamics 365 for Customer Service allows you to create self-service portals and create separate communities for specific target groups. Customers can themselves be active on these portals and in communities and share ideas with each other
Surveys
Create and send surveys to easily learn the options and attitudes of your customers, and then evaluate them in the system. There assessments can be combined or personalized so that you can see the overall picture as well as respond directly to the specific problems of your customers
Unified knowledge base
This Microsoft service will also support you with a centralized knowledge base. You can make it available to both customers and employees. With the help of analysis tools, you can determine how useful these records are for clients and adjust the knowledge database
Integration with Power BI
Power BI allows to display created dashboards and reports. This tool connects services for artificial intelligence and machine learning. It complements Dynamics 365’s capabilities without having to switch between systems
Smart Customer Service
Identify trends and get analytic information from embedded reports. Learn “what if” scenarios and predict results with interactive diagrams and powerful data visualization capabilities. Automatically create service requests based on IoT signals
We chose Misrosoft Dynamics 365 based on the platform's capabilities to solve our current tasks, but not limited to them. We started with sales automation and plan to expand the system with new modules, respectively, to automate other processes within our company
When choosing a solution, we were extremely interested in such indicators as the modernity and flexibility of the platform, openness to integration, scalability and quick launch of the system. The adaptation of our specialists to work in Dynamics 365 Sales and to the functionality of the system was quite easy, the solution turned out to be quite ergonomic and convenient for end users.
With the implementation of Dynamics 365, interaction with customers has been greatly simplified: we respond to their requests much faster and more efficiently, which helps maintain a high level of service and constantly increase customer satisfaction with our company.
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