D365 customer service gives you a 360° visibility for the entire company you want, into service history, current cases, contracts, everything. Get collaboration and improve agent productivity, lower training costs and reduce churn rate. Manage upsell and cross-sell budget campaigns for better revenue generation and higher rates for the service. You can also achieve service with great efficiency, improve first-call resolution and time handling to score customer satisfaction and loyalty for the future.
As they say the customer is God. Your priority is always to reach customer satisfaction to drive new revenue opportunities, maintaining the service costs, achieve all the KPIs for service, get a cut into training costs and onboarding time, spend time on personal development, eliminate frustration in assisting customers, and minimize the tendency of causing any error and call closing time.
Few benefits you get from Microsoft Dynamics 365 Customer Service Implementation.
Account Management for the Contacts: A new set of capabilities that work for customer service people to better manage interactions. Brand new effective features from productivity like Auto Complete and Smart Search. Exporting and re-duplicating is seamless and easy to perform for the records.
Management Interaction and Knowledge: Complete interaction management capabilities including Knowledge Management and Service Level Agreements. A completely intenerated Knowledge Base including authoring and publishing capabilities. Email support is dependable and believable for including auto-response and auto-promotion of emails to cases.
Case Management and Scheduling: Our Case Management is a tool for your customer service agents that provides transparency to the issues and resolutions and with automation, helps reduce the handling times to the resolution. A sophisticated set of features to manage and resolve cases via multiple channels as well as schedule field service. Easy-to-use case management functionality including creating, editing, dispatch, tracking, and resolution. Microsoft CRM optimizes usage of field personnel, tools, parts and resources.
Improvement Accountability: Auditing features to easily track actions performed against customer records. Guided problem resolution with Dialogues to ensure consistent service to customers whilst service staff are less able to make mistakes whilst using dialogues. Queues to manage new support requests and streamline work management.
Real-Time Insight, Reporting, and Analytics: Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards. Critical service reports are provided standard with fully customized reports.
Proactive Sales and Support: Transform the contact center from purely reactionary service into a proactive, strategic arm of the business. Seamlessly integrated, holistic service processes that drive positive behavior Easy-to-Enable “Presence” and click-to-dial functionality through integration to Microsoft Office Communications Server 2007.
Customer Service Situations: Microsoft CRM for the management of cases to be handed off across teams in multiple time zones. Cancel all the world-class centers that supported multiple shifts and remote agents. Implemented workflows to drive consistency and real-time visibility into every stage of service processes. Enabled all service metrics to be easily tracked and analyzed to drive process improvement.