What is Microsoft Dynamics 365 Customer Service?
Are you struggling to keep up with the demands of today's empowered customers? Are disjointed processes and disconnected systems hindering your ability to provide timely and personalized support? If you're facing these challenges, Microsoft Dynamics 365 Customer Service is your ultimate solution.
Dynamics 365 Customer Service is a cloud-based solution that enables companies to provide a seamless, end-to-end customer service experience. It allows customers to be supported anytime, anywhere, and on any channel. The solution empowers teams with insights into customer satisfaction, boosting analytics, and AI-powered features that help them spend less time searching and more time engaging with customers. Dynamics 365 Customer Service is designed to deliver consistent, connected support across channels, providing a single solution for all customer service needs.
It is a comprehensive customer service solution that offers a range of modern capabilities such as omnichannel engagement, intelligent unified routing, modern case management and resolution, and data-driven processes and analytics. By leveraging real-time data and insights into the customer experience, Dynamics 365 Customer Service empowers organizations to transform disconnected customer touchpoints into a unified continuum of service.
Featured capabilities
There are product specific capabilities offered that interact with the case to resolution to process including, but not limited to, the following:
Omnichannel for Customer Service
Allows customers to contact support through multiple channels, streamlining the case resolution process and providing a consistent experience.
Nuance Gatekeeper
Provides biometric customer authentication by understanding customer voice tone, manners and wording during voice and messaging conversations.
Knowledge Base management
A robust knowledge base authoring, curation and publishing tool which can also be configured to crawl external knowledge bases created in content services like SharePoint.
Smart Assist Bot
An Azure Bot integrated to Customer Service Workspace to assist agents during customer conversations.
Unified routing
Efficiently directs conversations and cases to the right agent or team using a variety of criteria including rules, skills matching and agent capacity, reducing wait times and improving resolution times.
Microsoft Teams for collaboration
Enables support agents to collaborate in real-time with subject matter experts (SME), share information, and solve cases faster
AI Suggestions
Allows Customer Service Workspace to suggest articles and cases based on latest messages in a conversation.
Dynamics 365 Customer Service Insights
Provides actionable insights and analytics to help teams identify trends, optimize processes, and improve the overall customer experience.
Dynamics 365 Customer Voice
Provides an end-to-end survey management tool that can be used in multiple scenarios including post-case customer satisfaction surveys.
Power Virtual Agents and Azure Bots
Automates routine tasks, allows for self-service options, and frees up support agents to focus on more complex cases.
Connected Customer Service for IoT Center and Hub
Allows support teams to proactively identify and resolve issues with connected devices, reducing downtime and improving customer satisfaction.
Returns, RMA's and Exchanges
Sales Returns in Dynamics 365 Finance and Operations provides capabilities to process return orders for physical return or credit-only processes, as well as Return Material Authorizations (RMA) and Replacement order creation, in advance or upon return, for product exchanges
Benefits
Some of the benefits of using Dynamics 365 Customer Service are:
Pricing
Dynamics 365 Customer Service offers two plans to suit your business needs and budget:
Consulting services | Fasttrack or Packaged service
As an esteemed Microsoft partner, defacto infotech is committed to helping you unlock the full potential of Dynamics 365 Customer Service. Our comprehensive range of consulting services includes:
Planning
Develops a strategic roadmap tailored to elevate customer service by analyzing existing operations and setting clear objectives.
Implementation
Executes the setup of a comprehensive customer service system, integrating advanced tools to streamline service delivery.
Customization
Adapts the platform to fit the business’s unique service model, enhancing user experience and workflow efficiency.
Optimization
Refines system performance through ongoing adjustments, ensuring responsiveness and quality in customer interactions.
FastTrack
Implements swift, effective practices to quickly achieve a state-of-the-art customer service operation, maintaining agility for future needs.
Customer story
Discover inspiring success stories from businesses that have revolutionized their support processes and outcomes with Dynamics 365 Customer Service.
What's new
Keep up with the latest features and enhancements in Dynamics 365 Customer Service. Here are some of the recent updates:
Copilot
The Copilot feature is now more powerful, providing deeper insights and
actionable recommendations. These enhancements are designed to empower customer service representatives
to resolve issues faster and provide a personalized experience to every customer.
Gartner
Dynamics 365 Customer Service has been recognized as a Leader in the
2024 Gartner Magic Quadrant for CRM Customer Engagement Center. This accolade reflects a commitment to
innovation and excellence in customer service solutions.
Related info
Here are some related products and resources that you may find useful:
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