Microsoft Dynamics 365 for Customer Service

Omni-channel engagementnConnect with customers anytime, anywherennSupport your customers wherever and whenever they need it. Deliver the personalized, consistent service customers expect across their choice of device and channel—including social media.nn- Use a unified platform for consistency and visibility across channelsn- Get deeper insights with a 360-degree customer viewn- Personalize interactions based on past interactions and behaviornnSelf-service and communitiesnHelp your customers help themselvesnnMake it easy for your customers to find answers on their own, as well as access a community space to connect with peers and subject-matter experts. And when they require it, customers can seamlessly transition to assisted support.nn- Offer access to customer service anytime, anywheren- Deliver real-time service that’s optimized for any mobile operating system and devicennAgent enablementnHelp your agents succeed through a single user interfacennGive your agents the tools, guidance, and data they need to resolve issues. Agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service.nn- Support agents with a visual interface that delivers role-tailored experiencesn- Manage cases faster and provide differentiated levels of supportn- Speed resolution using machine learning and advanced analytics capabilitiesnnUnified knowledgenGive agents and customers answers on the spotnnAccess and deliver consistent answers across channels using a searchable knowledge base. Personalize content on the portal for customers and measure response impact through in-depth analytics.nn- Deliver the right answers at the right time across channelsn- Capture content from social media, service interactions, and expertsn- Understand how your knowledge base is being used with rich analytics, helping you improve and add information based on customer needsnnDigital intelligencenBe proactive with built-in digital intelligencennEnable predictive customer service using data analytics built into your customer service software. Identify trends, anticipate opportunities, and gain invaluable insights through interactive dashboards and data visualization capabilities.nn- View real-time key service metrics through fully customizable dashboardsn- Automatically detect sentiment and intent on social posts using built-in intelligencen- Resolve issues faster by using machine learning to reference relevant articles and casesn- Get quick insights to help identify trending issues