Microsoft Dynamics 365 for Customer Service is a CRM platform that empowers your team to deliver exceptional, personalized support with speed and precision. Leveraging AI-driven insights, it automates routine tasks, freeing up valuable time for your service teams to focus on what truly matters—building meaningful, lasting customer relationships. By streamlining case management and enhancing customer interactions, Dynamics 365 CRM Customer Service helps businesses foster loyalty, drive satisfaction, and deliver unparalleled support.
How Will Dynamics 365 for Customer Service Change Your Business?
Here’s how Dynamics CRM Customer Service will help you enhance customer satisfaction, drive operational efficiency, and boost your bottom line for long-term success.
Intelligent case management
Leverage Dynamics 365 Customer Service case management to help agents draw insights from past cases and anticipate future requests. Equip them with searchable knowledge articles and AI assistance for faster turnaround times (TAT). Use built-in intelligence to analyze issues and boost productivity.
Consistent experience across channels
Let customers reach out to you via SMS, phone call, or any medium they prefer with the ability to switch channels during ongoing threads. Assist customers with self-help capabilities, product knowledge repository, and access to user communities to reduce the cases reaching your team.
Reduced human interaction
Harness AI for auto case triaging and customer-facing bots for suggesting resolutions. Deploy process automation to allow agents to be in sync with other departments and stakeholders. Address problems even before they occur with proactive/predictive service models through IoT.
Keep your agents motivated
Foster an intuitive agent experience with out-of-the-box insights and interactive dashboards. Machine-driven guidance enables them to act on backlogs and priorities to improve productivity. Managers can better evaluate agent performance and monitor cases to gauge the business impact.
The Comprehensive Dynamics 365 Overview
Dynamics 365 is a unique product that understands the changing needs of the market and how best to help your business flourish.
Dynamics 365 for customer Service Features
Case Management
- Fully automatic case creations based on requests from email, web, phone calls, etc
- Case information tracking/storing (e.g., a case subject and ID, request description, history of interactions with a customer).
- Manual case reassigning when different or deeper competencies are needed
- Intelligent case routing based on issue types and agents’ skills.
Customer Service Insights
- Customer analytics to deliver personalized replies and develop specialized offers and suggestions (e.g., customer journey, behavior, sentiment).
- Predictive targeting involves monitoring and analyzing consumer behavior and data to find interaction opportunities, raise CSAT, and decrease cart abandonment.
Customer Interaction Management
- U360-degree picture of the clientele. Omnichannel consumer interaction via social media, virtual assistant, email, etc.
- Email, entitlement, and knowledge base article templates that have already been written
- Customer verification using voice
- Real-time translation of consumer conversations for agents
Agent tracking feature
- Agent desktop with engagement transcripts and profile histories.
- Built-in Microsoft Teams integration for efficient teamwork and quicker resolution.
- Agent knowledge base.
- Insights and suggestions for agents in real-time during client interactions.
- Community portals where members can exchange advice and learn from one another.
Self-service feature
- Customer chatbots that help resolve common situations without involving human personnel.
- A knowledge base for clients with full-text and relevant searches.
- Customer portals for ticket creation or updating, knowledge base viewing, feedback submission, and survey participation.
Support terms management
- Titles that outline the conditions of various customer service tiers. Each entitlement requires a unique SLA.
- Service level agreements (SLAs), which specify how quickly cases must be resolved and whether they need to be escalated.
Use cases of Dynamics 365 customer service
For B2B organizations
- Storing complete information about clients. E.g. customer company name, customer name, position in company, role, etc
- Dynamics 365 for customer service can be integrated with other solutions like ERP, sales and marketing tools, document management systems, etc. can greatly benefit an organization.
- Serves as a knowledge base for agents. It usually contains articles and descriptions of special case studies.
For B2C organizations
- Automated case creations can handle any number of customer issues
- Customer self-service portals with FAQs and knowledge base for reference.
- Multiple channels of communication. Social media to SMS and everything in between.
Claim management for insurance companies.
- Portal-based self-service claim registration.
- Key claim case information, such as loss data, people involved and their properties, and injury detail
- Claims are assigned to customer service agents in accordance with rules
Case and incident management
- A reporting tool that offers a summary of incidents and the findings of root cause analyses.
- A central location for the documentation of all incidents..
- Setting up timers and SLAs (to specify how quickly incidents must be resolved).
Our MS Dynamics Customer Service Solutions
As your Microsoft Dynamics Customer Service provider, Nalashaa Digital helps you optimize workflows, enhance customer experiences, and ensure seamless integration with tailored solutions that meet your unique business needs.
D365 Customer Service Implementation
Strategically plan and implement solutions to elevate your customer experience.
D365 Customer Service Integration
Seamlessly integrate with existing systems to enhance business operations and streamline workflows.
D365 Customer Service Support
Maintain continuity and efficiency with proactive support and issue resolution.
How Can Dynamics 365 for Customer Service
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Over
98% ROIAverage payback time
Improvement in
Customer service
costs
Increase
in Productivity of
customer service
personnel
Backlog cases reduce
Reduction in Case
resolution time
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