Microsoft Dynamics 365 – Customer Service

Microsoft Dynamics 365 Customer Service helps businesses to provide seamless, end to end experiences within the secure Microsoft Cloud, allowing you to deliver consistent support.

Microsoft is named a Leader in the June 2021 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center. Utilise it’s power for your business today.

Create customers for life with Dynamics 365 Customer Service.

Dynamics 365 Customer Service is designed to provide a positive experience for customers and staff. It is a platform which allows for a quick resolution to a customers issue. With its AI driven insight and knowledge base, customers can quickly access the solutions they need easily. Virtual Agent Chat Bots can enable customers to seek advice efficiently.

The AI also enables your customer service agents to work more effectively by only dealing with more complex issues. If an issue is too advanced for one agent, you can create a swam on Teams allowing your departments to work together to solve the challenge. As it integrates with the other Dynamics modules, you can create a full picture of your customer .

What are the key features and services of Dynamics 365?

Dynamics 365 uses its CRM and ERP capabilities to give you greater control over your business. Depending on the level of your Microsoft subscription, there are many useful tools to choose from, including:

Self-Service Support

Tailor your customers’ experiences based on their own interactions with your business. Across email, social, text messaging and website, you can create journeys for your customers to serve them relevant content for their own stage.

Respond to customer changes with real-time data. Set journeys to react to customer changes. For example, if their job role changes or their license renews, set a journey of content to react to that behaviour to maximise the potential for your business.

Enable Agent Productivity

Utilise your knowledge base to help your agents find answers to similar problems sooner. AI-powered context cue provide knowledge articles to help quickly resolve customer issues.

Using one dashboard, agents can keep on top of multiple cases with ease. This allows them to multi-task without losing track of each case.

Create a swarm to solve a complex problem. Using Microsoft Teams, you can encourage cross-team collaboration to resolve a single issue.

Optimise Service Operations

With AI you can start predicting trends from support calls and prevent other customers having similar issues.

Customer Sentiment allows you to understand how an issue is progressing and if a different tack is required.

Customer Voice is included in your package. It is a customer service feedback channel which integrates with your CRM. This allows you to understand your customers need in a richer way and best serve their requirements.

Create Personalised Experiences

By utilising Dynamics for your Sales, Customer Service and Support teams, you gain a fuller view of your customers interactions with your business.

With Omnichannel, your customers can choose to engage with you in whichever platform suits them. This can include voice, chat, text, Facebook Messenger, WhatsApp or Twitter. What’s more is all this can be managed from on unified platform.

Learn how to predict customer behaviour. By reviewing their conversations and activities you can start to understand what they might need next.

Why does your business need Dynamics 365?

Simply put, the diverse range of Dynamics applications makes it an unmissable choice for any business. The intelligent software suite unifies people, processes, and data, across your business, bringing all together to capture new opportunities and tailor your engagement with customers. By increasing customer loyalty, you optimise your chances of these relationships becoming revenue.

Whether it’s for business intelligence, account management, service improvements, or anything else, Dynamics 365 forms a huge part of your overall business strategy. At Sharepointcloud365, our experts understand Microsoft Dynamics 365 inside and out, and can tailor a platform for your business that can:

Empower Employees: giving your staff data-driven insight and user-friendly tools that empower their best work.
Optimise Processes: using predictive guidance to anticipate upcoming business developments.
Engage Customers: create a tailor-made, personalised experience for customers that inspires loyalty and trust.
Transform Products: using automation and artificial intelligence to innovate new business models, making your business more productive.

Unlock the Power of Dynamics 365 with our experts

Want to start enhancing your business with Dynamics 365? Sharepointcloud365 experts know this platform inside and out and can provide a full range of tailored services based on your needs. Our Microsoft certified Dynamics 365 consultants will provide support and guidance through every stage of this process.

Whether it be to transform your Marketing, Customer Service, or Sales, we can provide consultancy, support, and migration services. We pride ourselves customer experience and are only ever a call away should you need future guidance or training.

To learn about additional benefits or receive a free demo, please contact our team today. We look forward to empowering your business to reach its full potential.