Customer Service

Microsoft Dynamics 365 for Customer Service is designed to build brand empathy and customer loyalty. Dynamics 365 Customer Service helps in providing streamlined data to your teams and also aspires to help your customer service become a strong competitive advantage for your business.

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Dynamics 365 for Customer Service Capabilities:

Multiple Channels:

Dynamics 365 customer service covers multiple communication Channels i.e. Phone Calls, SMS, email, web, chats and social networks
Across these channels dynamics recognizes customer’s sentiments, their Intent, find their problems and automatically convert them into cases

Record All Interactions and Case Management:

Dynamics 365 customer service record all the interactions related to any case
Dynamics 365 customer service allows to set up a case management process which starts from case creation to case assignment, escalation and end with the resolution
This will be completely an automated process if certain rules are pre-defined
This case Management process conveniently provides all the necessary information to the agents: case details, contact/account info, and business process flow (case stages) additional info

Knowledge Base Management:

This feature allows you to create and manage articles easier
These articles help agents find answers to customers, agents can also email these articles to customers

Timelines and Customer Rights:

Dynamics 365 allows working with timelines and customer rights
This feature defines how fast all the cases need to be resolved and whether they should be escalated
Dynamics 365 also illustrate customers rights for different types of customer service (e.g. Call Service, Call + Email Service or exclusive support across all communication channels)

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Customer Service

Dynamics 365 for Customer Service Capabilities:

Multiple Channels:

Record All Interactions and Case Management:

Knowledge Base Management:

Timelines and Customer Rights:

Let us help you drive better results

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