Dynamics 365 for Customer Service

Dynamics 365 for Customer Service

Dynamics 365 for Customer Service will help you take customer service to the next level with a complete picture of all your customer interactions across every channel. With advanced case management capabilities, shared knowledge bases and detailed customer histories, your agents will have all the information they need to deliver a seamless and more personalised service.

Dynamics 365 for Customer Service helps you respond faster to your customer needs, automatically creating cases from emails or social media and routing them to the appropriate agents to resolve. Customers can engage with you effortlessly, using their preferred channel and device to access help, advice and updates. Reports and trigger notifications mean that you can stay on top of issues to avoid potential SLA breaches and protect relationships.

Real-time, interactive dashboards use analytics and visual displays to help you spot trends and find actionable insights into behaviour, so you can proactively address issues and offer an exceptional customer experience that earns loyalty.

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Improve customer service

Improve customer service

Give your customers the service they expect, on any channel and any device. Support them with self-service web portals, social media engagement and chat applications. Personalise your interactions with them based on past contact and behaviour.

Help customers to help themselves

Help customers to help themselves

Make it easy for customers to find the answers they need quickly and easily whether it’s resolving an issue, learning about features or checking the status of a case. Provide knowledge bases, personalised portals and community spaces to connect with others or subject-matter experts.

Empower agents to succeed

Empower agents to succeed

Give your agents the tools they need to resolve issues in one single interface. Agents can provide a personalised service and resolve issues faster when they can access all the relevant customer information and history in one place. The visual interface can be tailored to individual roles and optimised for desktop, mobile and tablet use.

Monitor and predict customer service needs

Monitor and predict customer service needs

View real-time key service metrics through fully customisable dashboards and get insights into how your customers are feeling using built-in data analytics. Identify trends and anticipate issues and opportunities through interactive dashboards and data visualisation capabilities.