Microsoft Dynamics 365 Customer Service
Develop long-standing customer loyalty
Every interaction matters in customer service, and the modern client expects a seamless experience with your brand, regardless of channel.
Customer service teams often face this challenge when moving from a multi-channel to a true omni-channel service provision.
Are all agents able to view one customer history regardless of the last communication channel they used?
How is the service team configured – by channel or skill set, does this create siloes and does the technology they use exchange data or support knowledge sharing?
These challenges cause frustration for customer service agents and customers alike.
Microsoft Dynamics 365 Customer Service helps your business build brand affinity and customer loyalty and empower your teams with the streamlined data and unified technology they need to deliver seamless, personalized experiences.
BENEFITS – DYNAMICS CUSTOMER SERVICE
PERSONALIZE CUSTOMER SERVICE TO EARN LOYALTY
Deliver the tailored service customers expect across the channel of their choice, on any device. AI-enabled experiences and insights proactively resolve problems to provide frictionless engagement with your business.
EMPOWER CUSTOMER SERVICE AGENTS
Provide agents with intuitive access to everything they need to deliver fast, effective service – with tools that are at their fingertips on a single, unified service desk application. From simple and routine requests to more complex issues resolution.
REMAIN AGILE IN YOUR SERVICE PROVISION
Adjust at the pace of modern business through actionable insights and leading technologies that anticipate the rapidly changing needs of customers and your brand.
CAPABILITIES – DYNAMICS 365 CUSTOMER SERVICE
Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more—using Customer Service omnichannel capabilities.
A unified platform ensures context across channels and engagements, delivering personalized and consistent service with minimal customer effort.
Self-service and communities
Empower those customers who increasingly prefer to find answers on their own through self-service and community options.
Provide branded self-service options that deliver consistent, up-to-date answers and personalized information, and a community experience to connect with peers and subject matter experts.
Empower agents with a single, unified experience to speed up resolution and provide differentiated levels of support.
Dynamics 365 Customer Service gives agents a complete 360-degree view of the customer, including a full history of interactions, user preferences, and relevant customer information.
A role-tailored experience contextually serves up the tools, guidance and data that agents need to provide a more personalized, effective standard of service.
Equip customers and frontline staff with a definitive single source of truth through knowledge sharing.
Ensure knowledge is relevant by capturing and publishing across your content channels while measuring impact and opportunities to grow your Knowledge Base (KB) through rich analytics.
Quickly offer the most appropriate knowledge articles using relevance search.
Select articles faster with highlighted search-term matches in the results list.
Identify trends, anticipate opportunities and gain insights using rich analytics and embedded reporting.
Explore what-if scenario’s and forecast outcomes through interactive charts and powerful data visualization capabilities.
Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s journey.
FEATURES – DYNAMICS 365 CUSTOMER SERVICE
CEM GDPR accelerator
The GDPR accelerator enables organizations’ CRM to be compliant with GDPR regulations. The accelerator simplifies compliance with privacy requests from data subjects, with an easy to use interface for CRM operators, and logs all operations to comply with record-keeping requirements. This accelerator includes consents database management and search functionality to help your team quickly perform users’ rights.
Landing Page accelerator
This accelerator boosts the personalized dashboard and user role functionality of Dynamics, useful for companies who want to increase personalization of their CRM or who suffer from low user adoption rates. The app provides customers with a quick way to quickly surface the key entities that matter to their business to their users (e.g. company intranet, app training, catalog or website), with an easy to use and modern UI. Landing Page is configurable at Organization level and is completely flexible in terms of entities, labels, actions, links and imagery.
Built on Microsoft Dynamics 365 Customer Service, Fast Service is a simplified customer service tool built to respond to the needs of SMB. Ready to use and easy to manage, it’s the perfect solution for SMB service teams to manage your customers and cases.
Why choose Prodware?
As a Microsoft partner, Prodware has developed and implemented hundreds of Dynamics CRM and Dynamics 365 for Customer Engagement projects across Europe.
Our experienced R&D team work closely with our clients to develop solutions that suit their own client engagement needs.