Microsoft Dynamics 365 Customer Service
Empower yourself to accelerate the pace of your sales cycles and increase your sales performance. The intelligent functions of Dynamics 365 will allow you to better calculate the potential of your prospects, plan strategic interventions and anticipate the needs of your customers in order to maximize their long-term profitability.
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Improve your customer experience with Microsoft Dynamics 365 Customer Service
Providing exceptional customer service is the crux of the matter as the majority of businesses now compete on the
basis of customer experience. Microsoft Dynamics 365 gives you the tools to centralize customer information, open up new communication
channels, and provide self-service, which will take your customer service to the next level.
Unified user experience with Microsoft Dynamics 365 Customer Service
Managing multichannel communications with Microsoft Dynamics 365 Customer Service
Using Self-Service Tools with Microsoft Dynamics 365 Customer Service
Activate personalized self-service solutions
Enable virtual agents for modern self-service solutions. Give your customers access to knowledge base articles
and AI-assisted virtual agents to resolve issues quickly, so your agents can use their time to resolve more complex customer issues.
Chat with your customers on their favorite channel. Omnichannel support includes voice, instant chat, SMS, Facebook Messenger, WhatsApp, WeChat,
Twitter DM, and Line, all from a unified agent desktop.
Anticipate the needs of your customers. See at-a-glance the conversation summary, the history of support interactions, and recent customer incidents.
Optimize service with actionable insights
Analyze comprehensive support information. Integrated AI detects emerging trends and automation opportunities across support themes,
agents, engagement channels, and knowledge management to improve your support.
Quickly adapt your business to real-time customer sentiment. Analyze real-time customer interactions using translation and sentiment analysis. Provide
the necessary context for agents to steer conversations towards a positive resolution.
Track your success against KPIs. Gain actionable insights and greater visibility into how agents and support topics affect KPIs.
Improve your knowledge base with information generated by searching the knowledge base. Help knowledge base managers identify gaps in knowledge
base articles by determining what topics agents look for to troubleshoot customer issues.
Empower teams with tools for increased productivity
Help agents get answers faster. AI-powered suggestions leverage real-time context cues to recommend similar
knowledge articles or cases. Agents can reference those resources to resolve customers’ issues quickly.
Easily switch between open cases or tasks. Give agents the option to work across multiple open cases without losing any work in progress.
Engage experts faster. Use Microsoft Teams to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their
job function or location.
Analyse and act on customer feedback. Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.