Microsoft Dynamics 365 Customer Service

to Automate Costumer Support

Microsoft Dynamics 365 Customer Service can help organizations optimize service operations, increase the productivity of service agents, and boost customer loyalty.

Connect Now

Dynamics 365 Customer Service : the Essence

The next-generation Enterprise Apps solution

Hidden data; tedious manual tasks; rigid systems and security worries. These are just a few of the challenges businesses face when using disconnected Enterprise Apps systems; but there is a better way.

Dynamics 365 Finance and Operations is an intelligent solution that can help businesses of all sizes achieve financial excellence. It provides a single view of financial data, automates business processes, and drives visibility for better decision-making

Case management

  • Automated case creation based on incoming requests submitted via email, web, phone calls, etc.
  • Case information tracking/storing (e.g., a case subject and ID, request description, history of interactions with a customer).
  • Manual case reassigning when different or deeper competencies are needed.
  • Intelligent case routing based on issue types and agents’ skills.

Analytics

  • Customer analytics (e.g., customer journey, behavior, sentiment) to deliver personalized responses and create tailored offers and recommendations.
  • Tracking and analyzing customer behavior and data to identify engagement opportunities, increase CSAT, and reduce cart abandonment (predictive targeting).

Customer interaction management

  • 360-degree view of customers.
  • Omnichannel communication with customers (email, text message, social network, virtual assistant, etc.).
  • Pre-written templates for emails, entitlements, and knowledge base articles.
  • Voice-based customer verification.
  • Real-time translation of communications with customers for agents.

Agent productivity

  • Agent desktop with profile histories and engagement transcripts.
  • Built-in integration with Microsoft Teams for effective collaboration and faster resolution.
  • Knowledge base for agents.
  • Real-time insights and proactive recommendations for agents during communication with customers.
  • Community portals to share tips and get insights from other agents.

Customer self-service

  • Chatbots for customers to facilitate the resolution of typical cases without involving human agents.
  • Knowledge base for customers with the search by full text and relevance.
  • Customer portals to create or update tickets, view the knowledge base, leave feedback, and participate in surveys.
 

Support terms management

  • Entitlements to describe the terms of different types of customer service. Each entitlement needs its own SLA.
  • Service level agreements (SLAs) to define how fast cases need to be resolved and whether they should be escalated.

Offer Improved Convenience to Your Customer Service Agents

The next-generation Enterprise Apps solution

smart-assist-1
slas-1
insights
knowledge-article-creation-workflow
set-up-queues
automated-case-creation-from-request

Valuable Integrations for Dynamics 365 Customer Service

  • Dynamics 365 Customer Service + ERP: to enable agents access in Dynamics 365 Customer Service the latest information on the company’s products and services (products in stock, service pricing, discount terms, etc.) and the current status of customer orders and invoice details from ERP to answer customers’ questions.
  • Dynamics 365 Customer Service + sales and marketing tools (e.g., Dynamics 365 Sales, Dynamics 365 Customer Insights): to enable agents to view customer purchasing details in Dynamics 365 Customer Service; to help marketers create more personalized email campaigns with discounts addressed to the customers unsatisfied with the company’s products or services.
  • Dynamics 365 Customer Service + Field service management software: to streamline collaboration between field workers and customer service agents, when a customer case requires an on-site visit of a dedicated specialist; to manage work orders and resources, schedule field service visits from Dynamics 365 Customer Service.
  • Dynamics 365 Customer Service + Computer-telephony integration (CTI) system: to let customer service agents initiate and accept customer calls directly from Dynamics 365 Customer Service for boosted customer service speed.
  • Dynamics 365 Customer Service + Document management software: to enable agents to quickly and easily create, search and edit documents (e.g., product usage instructions, presentations) in Dynamics 365 Customer Service.

Our Dynamics 365 Customer services

B2B customer service

  • Comprehensive account information (customer company name, contacts names, roles, hierarchy of contacts, etc.)
  • Wide integration capabilities of Dynamics 365 Customer Service (e.g., ERP, sales and marketing tools, document management systems).
  • Covering field service via integration with dedicated Dynamics 365 Field Service.
  • Knowledge base for agents with expert knowledge articles and descriptions of specific cases.

B2C customer service

  • Case management automation to handle a large number of customer issues.
  • Knowledge base with FAQs for customers in a self-service portal.
  • Omnichannel communication to manage multiple conversations with customers (via chat, phone, SMS, Facebook Messenger, WhatsApp, etc.).
  • Email templates.
  • Customer satisfaction surveys

Healthcare patient service

  • Comprehensive account information (customer company name, contacts names, roles, hierarchy of contacts, etc.)
  • Wide integration capabilities of Dynamics 365 Customer Service (e.g., ERP, sales and marketing tools, document management systems).
  • Covering field service via integration with dedicated Dynamics 365 Field Service.
  • Knowledge base for agents with expert knowledge articles and descriptions of specific cases.

Case and incident management

  • Reporting tool to provide an overview of incidents and root cause analysis results.
  • Automated notifications for stakeholders when an incident is reported.
  • A single repository for all incidents documentation.
  • Chatbots.
  • Configuring SLAs and timers (to define how fast incidents need to be resolved).

Insurance claim management

  • Self-service claim registration via a portal.
  • Key claim case information (e.g., loss details, involved parties and properties, injury information).
  • Rule-based claim assignment to customer service agents based on their skills, location and capacity.
  •  

G2C (Government-to-Citizens)

  • Self-service portal for citizens.
  • End-to-end case management automation to quickly resolve citizens’ issues.
  • Pre-scheduled satisfaction surveys for citizens (e.g., if they are satisfied with the number of available parking spaces).