Maximized service operations and improved agent efficiency
In today's digital age, customers demand top-notch services, around the clock. Excellence in services has become an important competitive advantage for any business, and technology can greatly sustain you in all service aspects.
If you're searching for an all-encompassing customer service solution, Microsoft's Dynamics 365 for Customer Service offers all the essential features for providing outstanding customer service on any communication channel. The solution was recognized as a Leader in the Gartner® June 2021 Magic Quadrant™ for the CRM Customer Engagement Center.
This article will outline the significant benefits of implementing Dynamics 365 Customer Service in your organization.
Having multiple tools and isolated data silos can drastically slow your staff from understanding the customer journey, and it can be challenging for service teams to deliver a seamless and custom-tailored experience across all channels. D365 Customer Service mitigates this issue by offering a unified 360-degree view of your customers. This enables your service teams to understand your customers' needs and provide a personalized approach. You can easily access the customer's profile and view their entire history of interactions with your support team: conversations, support history, and any recent cases, giving you all the necessary information, at a glance.
You can leverage AI to automatically assign customer inquiries and support requests to the most suitable agent, resolving issues fast. With the help of AI-powered suggestions, your service team can obtain answers more quickly. These suggestions recommend similar knowledge articles or cases to the one an agent is working on, streamlining the process and saving time. You can also use AI to enhance support delivery by detecting emerging trends and automation opportunities. Lastly, integrating a Power Virtual Agents bot enables you to automate routine conversations, helping agents focus on higher-value interactions. This allows your team to work efficiently and deliver high-quality customer service.
One of the key advantages of D365 Customer Service is the ability to simplify the daily monotonous tasks of your service team and improve their efficiency. The Customer Service Hub provides a unified and easy-to-navigate interface. The interactive dashboards serve as a one-stop-shop where agents can review their cases and take action without moving around in different applications. Instead of searching for a case, an agent can quickly open and update it from the dashboard, saving time and enhancing productivity. More than that, it allows you to set up rules for automatically creating cases based on emails, social media activity, and phone calls.
Dynamics 365 Customer Service offers various self-service options to customers, reducing call handling times. The knowledge management module enables the creation and management of knowledge articles. The rich text editor allows you to format your content, embed images and videos, and add file attachments. In addition, you can track your knowledge content and view analytics such as views, feedback, rating, and case usage to understand better how your content is helping customers, which cases have used it, and where improvements can be made. The community portal add-on allows you to create a forum where users can collaborate, share tips, and get insights from experts and external users.
D365 Customer Service seamlessly integrates with other Dynamics 365 apps and Microsoft products like Power BI, Teams, and Excel. The Enterprise package includes Microsoft Teams embedded into the agent desktop for easy collaboration.
You can extend your solution through Microsoft AppSource with add-ons, opting for omnichannel capabilities like the voice channel, digital messaging, and live chat. The voice channel expands your solution to an all-in-one digital contact center with real-time transcription, sentiment analysis, and AI-driven recommendations for quicker issue resolution.
Dynamics 365 Customer Service provides significant opportunities to businesses seeking to improve customer engagement, increase efficiency, and optimize their operations. You can enhance your customer service delivery, elevate customer satisfaction, and streamline your overall business processes. Investing in Dynamics 365 Customer Service can help your business gain a competitive advantage in today's fast-paced and ever-changing market.
Qualysoft can assist you in implementing D365 Customer Service to meet your exact business requirements. We are an end-to-end IT service provider that can integrate your new system with the existing ones, or branch out your solution to other areas if needed.
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