Dynamics 365 Customer Service Implementation

Provide state-of-the-art customer service | Elevate your customer engagement

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    Dynamics 365 for Customer Service

    Dynamics 365 for Customer Service enables agents to offer customers the seamless service they expect - anytime, anywhere. Empower your customer service team and delight your customers with Microsoft's end-to-end service and support management software, Dynamics 365 Customer Service.

    • Respond quickly to customer requests
    • Pivot smartly to market changes
    • Exceed customer expectations by using intelligence

    Dynamics 365 for Sales – Capabilities

    Dynamics 365 Customer Service - Capabilities

    Insights from AI

    • Transform the customer support experience with a powerful artificial intelligence framework
    • Personalize every interaction with insights provided by AI based on each customer’s journey
    • Resolve issues using predictive analysis on data from connected devices

    Agent power

    • Guide agents using agent-facing bots to surface relevant information and provide recommendations
    • Accelerate time to impact with in-app learning that gets new agents up to speed quickly
    • Create upsell or cross-sell opportunities with recommendations driven by machine learning

    Play with the platform

    • Customize the app with no-code visual editors and flexible tools to build web and mobile apps.
    • Integrate third-party systems and Dynamics 365 apps for a unified service environment

    Support ticket tracking

    Track and manage customer support tickets generated via email, phone or web

    Support process flow

    Move tickets across configurable process flows to track their progress and gain valuable insight

    Knowledge base

    Use an internal knowledge base to automate email responses to customer inquiries

    Customer portal

    Utilize Microsoft's customer service portal to allow customers to submit and manage support tickets

    Dashboards and reports

    Create interactive dashboards to track trends, activities, and social media interaction.

    Some customizations

    Some customizations
    we implemented -

    Configure process flows that provide prescriptive advice guiding agents to successful outcomes by following your business rules and best practices.

    Trigger notifications that alert managers if unresolved issues are at risk of breaching SLA conditions enabling corrective action to be taken to preserve service quality and protect relationships.

    Deploy integrated self-service web portals that enable customers to find answers, make service requests, update contact information and interact with their peers.

    Assist web, portal and app users with integrated chat and personalized omni-channel experiences.

    Use integrated Microsoft Forms Pro surveys to collect customer opinions and ratings to act on this feedback and enrich data.


    For a customized Dynamics 365 Customer Service implementation, give us a call now!

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