Supercharge Customer Relationships

Access customers anytime, anywhere, through multiple channels for optimal relationship management.

Keep Customers Happy.

Encourage customers’ loyalty through a strengthened brand and personalized customer experience, enabled through Microsoft Dynamics 365 for Customer Service. Create a unified service experience, catered to the specific needs of customers.

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%
of clients expect consistency across all channels of contact
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%
creation of self-service forums and communities has increased by 81%
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%
of customers have a better view of brands with proactive customer service

Creating an engaged customer service experience

As customer relationships grow more and more crucial for businesses, organizations are looking to strike the right balance between facilitating their customer service agents and their customer experience. Achieve this through an automated platform based on industry best practices.

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Self-Service Functionality

Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters. Deliver immediate access to the right content at the right time on the right channel. Collaborate, share tips, and glean rich insights from experts and external users.

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Activate virtual agents for modern self-service solutions.

Personalize customer interactions using connected experiences.

Tailor customer engagements

Omnichannel support delivers consistent, connected experiences across channels including voice, chat or social media messages. Get at-a-glance views of the customer’s conversation summary, support history, and recent cases. Use AI and rules to classify, prioritize, and assign customer support inquiries from all channels.

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Agent Management

Get AI-powered suggestions that use real-time context cues to recommend similar knowledge articles or cases. Use Microsoft Teams, embedded into the agent desktop, to connect with remote subject-matter experts to resolve complex cases quickly. Combine customer data with survey insights from Dynamics 365 Customer Voice.

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Take the guesswork out of case resolution using AI-driven productivity tools that equip agents with the right information at the right time.

Use AI-driven insights and analytics to improve agent and customer experiences.

Optimize service operations

Using built-in AI, detect emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management. Understand customer interactions in real-time using sentiment analysis and translation. Get actionable insights into how agents and support topics are affecting organizational key performance indicators (KPIs).

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Deliver proactive service with IoT

Monitor real-time device readings to identify devices that need attention and confirm that fixes were effective. Send remote commands using the Internet of Things (IoT) to resolve issues before customers even notice. Identify devices in need of attention using the embedded alerts in the agent dashboard.

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Detect and correct problems before your customers even notice with embedded Internet of Things (IoT) signals and alerts.

Customer Service