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.

91% of customers are loyal to brands that offer low effort interactions
77% of consumers have a more favorable view of brands that offer proactive notificaitons
Only 4% of service orgs can solve a service inquiry using a single application

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
  • self-service & communities
  • Agent Enablement
  • Knowledge
  • service intelligence

Service Intelligence

Relevant data empowers every role in the organization to have a positive impact on business outcomes. Insights are displayed through interactive dashboards with powerful data visualization capabilities. Our solution empowers organizations with the information they need to provide proactive care, and to predict and preempt the need for service.

  • Role-tailored dashboards present real-time and historical data through a visual user interface
  • Drill into data via interactive charts, and include data from third party applications for deeper business insights, analysis and exploration
  • Use natural language capabilities to instantly render new reports and visualizations
  • Use service intelligence to identify cross-sell/up-sell opportunities, explore what-if scenarios, improve service metrics and performance and identify best practices
  • Report on custom KPIs and metrics tuned specifically to your business

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