Microsoft Dynamics 365 Customer Service | Key Strategies & Capabilities

Service Excellence in the Current Business Landscape

In the current business landscape, service excellence comes out to be a competitive differentiator for brands. With time, customer expectations’ have changed. They require exceptional service.

Microsoft Dynamics 365 for Customer Service supports the omni-channel, which enables consistent experiences across any combination of self and assisted service engagements.

This blog explores the various capabilities of Dynamics 365 Customer Service in detail.

There are five key strategies every service organization can incorporate to ensure excellent customer experiences. Let’s dive in! .

Microsoft Believes These Five Key Strategies Are Essential to Ensuring an Excellent Customer Experience

• Maintain Quality of service when customer demand spikes
• Improve efficiency and automation to reduce costs
• Support remote teams to work effectively
• Deliver connected and empathetic customer experiences
• Make the most of technology to create a connected customer experience

A Needful Check for Customer Service Solution

How are you currently handling customer service requests?
Is your current system providing agents with the information they need to solve issues quickly?
With changing needs, is your solution capable to scale?

Uses of Dynamics 365 Customer Service

• Track customer issues through cases
• Record all interactions related to a case
• Share information in the knowledge base
• Use unified routing to efficiently route work items
• Manage conversations across channels, including voice
• Use AI-driven embedded insights and analytics to improve customer satisfaction
• Collaborate with experts in Microsoft Teams
• Create and track service levels through service-level agreements (SLAs)
• Define service terms through entitlements
• Manage performance and productivity through reports and dashboards
• Create and schedule services
• Participate in chats

Main Benefits & Ideology

• Earning loyalty
• Empowering agents
• Staying agile

Key Capabilities

1. Omni-channel Engagement

Enable end-to-end service engagements across channels on any device. A unified platform ensures context and consistency, delivering personalized service with minimal customer effort.

• Complete 360-degree view of the customer
• Customer information shared across channels
• Real-time insights, SLA timers, entitlements
• Machine learning detects social post sentiment
• Chat and co-browse experiences
• Drag-and-drop survey designer
• CTI framework integrations

2. Self-service & Communities

• Intuitive navigation with case deflection
• Federated search across knowledge, social posts, blogs
• Automated community thread escalation
• Seamless transitions between self and assisted support
• Custom entities and SDKs for developers
• CRM authentication and security
• Responsive design optimized for mobile

3. Agent Enablement

• Dynamic interface with contextual next best action
• Topic analysis and machine learning scenarios
• Boost productivity with workflows and SLAs
• Collaboration tools for peer support
• Context-sensitive guidance for new users
• Gamification to reward optimal behaviors
• Unified platform for customer and field service

4. Unified Knowledge

• Quick Create functionality for SMEs
• Community sourced knowledge enrichment
• Rich media support
• Scheduled review or expiration of articles
• Improved search and discoverability
• Mobile optimization and feedback ratings
• Knowledge analytics for efficiency

5. Service Intelligence

• Role-tailored dashboards
• Interactive charts and third-party data
• Natural language reporting
• Identify cross-sell/up-sell opportunities
• Custom KPIs and metrics

6. Service Level Agreement (SLA) Management

• Conditional pause functionality
• Escalation workflows
• Performance tracking
• Customer communication templates

Copilot Features in Customer Service

Copilot provides real-time AI assistance to automate tasks and resolve issues faster.

• Case Summarization
• Timeline Highlights
• Conversation Summarization
• Issue Resolution Features
• Drafting Emails
• Ask a Question

Benefits for Businesses

• Improvement in customer satisfaction and loyalty
• Reduced resolution times
• Increased agent productivity
• Scalable support operations
• Compliance and data security

Conclusion

Ready to get going? Explore more here 

In these times, customer service solutions offer businesses the required tools to improve efficiency, increase agent productivity, and supply exceptional customer experiences.  

In order to exceed expectations, it is critical that your customer service solution can support seamless experiences for both your customers and your employees. Dynamics 365 Customer Service handles the basic challenges head-on by unifying the data and technology used throughout your organization and giving teams the right tools to provide personalized service across any channel.

To fully understand the impact and potential of the above capabilities, learn about our Microsoft Dynamics 365 Customer Service to see how these solutions can transform your support operations and elevate the overall service quality.

Book a Call & Talk to our experts about transforming your customer service experience.