Invest in happiness with Microsoft Dynamics 365 Customer Service

Be where your customers are

Customer expectations have changed. They expect effortless experiences on their terms. Keep up with the play on the channels and devices they prefer.

• Create great customer support experiences — Make it easy to find answers via self-service, community, or social channels
• Be flexible and fast — Intelligently route cases from any channel to the right agent for quick resolution
• Deploy artificial intelligence — Free up agents for high-value interactions and use always-on service bots to manage low-value interactions
• Avoid service and support issues — Use predictive care to keep customers happy by analysing data from connected devices and taking pre-emptive action

Deliver exceptional service and support

Become known for your fast, fabulous, and personalised service and support. And make it easy for your agents to meet customer expectations with intelligent processes that guide them to the right action every time.

• Make it easier for your agents to do well — Surface relevant customer information through a single interface and use intelligent automation to dynamically drive the right actions
• Make it personal — Deliver value at every touchpoint with a complete customer view. Anticipate needs and personalise every interaction
• Use artificial intelligence to empower your agents — Improve productivity and avoid escalations with agent-facing bots providing smart, contextual recommendations
• Maximise sales opportunities — Turn every service and support interaction into an opportunity to upsell or cross-sell by providing agents with machine learning driven recommendations

Continuously evolve your service experience

Learn from every customer interaction. Transform how you provide service while reducing costs using actionable data and intelligence.

• Actively listen to your customers — Improve the service experience through direct survey feedback, discussion forums, and social listening
• Convert insights into action — Use targeted analysis of contact centre operations and business-critical data to drive improvement
• Engage your agents — Encourage optimal behaviour with individual games and team competition
• Rapidly onboard new agents — Get new agents up to speed quickly and support them with always-available in-app learning
• Optimise your staffing levels — Allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time

Gain greater insights into your business

Power up! Dynamics 365 includes access to Microsoft Power BI, a suite of business analytics tools which allow you to analyse data and share insights.

• Provide a 360° view of the business — Power BI dashboards present all your most important metrics in one place, updated in real-time, and available on all of your devices
• One click is all it takes — Explore the data behind your dashboard using intuitive tools that make finding answers easy
• Dashboards made easy — Creating a dashboard is simple, thanks to hundreds of connections to popular business applications, complete with prebuilt dashboards
• Anytime, anywhere access — Access your data and reports from anywhere with Power BI Mobile apps, which automatically update any changes to your data

Gartner 2020 Magic Quadrant for CRM Customer Engagement center places Microsoft as a Leader

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Nucelus Research Case Study demonstrating use of Dynamics 365 Customer Service to streamline service delivery and save money.

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