“Microsoft Dynamics 365 Customer Service empowers companies to deliver end-to-end self-assisted and onsite service across the omni-channel,” they say.
Dynamics 365 Customer Service helps businesses across a variety of industries to:
Optimize customer service processes
And much more!
Within this unit, Microsoft explains the benefits through a relevant case example.
Andrew, a Customer Service Manager, is experiencing some challenges within his organization. He is “determined to earn customers for life.”
In his role, he cares most about:
Providing quick and accurate resolutions to customers
Using a single agent interface driven by automation and AI
Utilizing omni-channel engagement
Boosting agent productivity
And increasing customer satisfaction
Dynamics 365 Customer Service helps address Andrew’s needs by:
Helping his team engage with customers on multiple channels more quickly
Delivering personalized customer service tailored to the individual’s unique needs
Learning from every interaction with a customer
Using AI-driven insights to produce the most effective outcomes
And innovating with an adaptable platform
Microsoft takes the example a step further to inform about how different industry sectors take advantage of the capabilities Microsoft Dynamics 365 Customer Service offers:
Banking and Capital Markets:
Image Courtesy of Microsoft Learn
If Andrew is a Customer Service Manager within this industry, his goals may (more specifically) include: To engage customers, empower employees, and optimize customer service processes within his organization. To do this effectively for Banking and Capital Markets, Microsoft explains that Andrew can:
Leverage customer interaction results and use data to improve customer service, provide consistent experiences, build loyalty, and prepare for future ways of customer interaction
Provide personalized and consistent customer service from beginning to end of transaction while maintaining and fostering positive customer relationships from all channels
Leverage intelligence to deliver relevant information whether on the phone or in-person to practively identify customer needs
Provide customer service agents with extra information at the start of the call to maximize customer interaction and reinforce business messaging
Empower employees with an intelligent personal assistant to provide knowledge and real-time insights to deliver intelligent insights and make better real-time decisions
Encourage first-call resolution and increase engagement scores by leveraging internal systems from a single interface
Agents can even get everything they need from legacy systems to get a full 360-degree customer view and know how to best serve them
Simplify, unify, and expand systems into a fully integrated solution
Call center capabilities, social engagement, surveys, and notifications will sync seamlessly to allow for a smooth organizational flow
Replace legacy systems to gain a full 360-degree view of customer data and information about the rest of their business
Analyze results of customer actions or interactions to determine the next-best action (NBA) and respond to their needs utilizing technology that can best fit their needs
And much, much more!
Examples are also elaborated upon for these industries within the unit, which you can explore by completing and viewing it yourself:
If this sounds like you, and you’d like to learn about what’s possible to maximize your agent productivity and improve your processes, start this Microsoft Learn unit here.
Unit 3 of this Microsoft Learn module expands upon this topic with another relevant case study from Hewlett-Packard (HP), which you can find here.
Our Customer Service Consultants help your team provide great customer service, utilizing the right tools and processes for success. Reach out to us to learn how we can help here.