Microsoft Dynamics 365 for Customer Service

Every customer interaction matters in customer service. The Dynamics 365 Customer Service solution helps organizations respond faster to customer service issues by empowering employees to deliver consistent, efficient customer care.

Dynamics 365 Customer Service can help your firm maximize brand loyalty and improve the value you’re providing to clients by allowing them to engage on their terms, whether it’s through self-help, employee assisted, or on-site service.

Dynamics 365 for Customer service empowers agents

Today everyone and everything is always connected. Customers are more empowered than ever. They expect to engage with your brand on their terms. Customer experience is quickly overtaking price and product as the number one differentiator. Digitally transformed organizations that can resolve customer issues quickly and painlessly through any channel and on any device will set themselves apart. Intelligent customer service increases brand loyalty through effortless customer interactions. Microsoft Dynamics 365 for Customer Service enables organizations to engage customers, empower agents, and find new ways to add value in the new service economy.

Microsoft Dynamics 365 Customer Service Features

Microsoft Dynamics 365 Customer Service helps your organization be at its best by having all of the necessary tools and information at your fingertips to deliver outstanding customer service.

OMNI-CHANNEL CAPABILITIES

enable end-to-end customer services across assisted service, self-help, and on-site services

SELF-SERVICE AND COMMUNITIES

utilize support portals to deliver up-to-date and personalized answers, as well as connect with peers and subject matter experts

CASE AND INTERACTION MANAGEMENT

track customer service cases through the full customer service cycle, from registration to resolution, to maintain a 360-degree view of your customer

INCIDENT ROUTING AND QUEUING

route service incidents to the appropriate personnel for action through rules-based workflows and support queues

KNOWLEDGE-BASE MANAGEMENT

build and manage knowledge bases to expedite support answers and share experiences both internally and externally

SERVICE INTELLIGENCE

leverage embedded reports and analytics to help identify trends, anticipate opportunities and gain insights using rich analytics

INTEGRATED COMMUNICATIONS

quickly view presence indicators and initiate calls, emails, or IMs with customer service colleagues through Skype for Business integration

MOBILE ACCESS

easily access and update key customer service information using cross-platform mobile apps