Dynamics 365
Customer Service
Enhance the Customer Experience, Empower your Agents using AI, and Collect Customer Insights to Offer a Personalised Experience With Microsoft Dynamics 365 Customer Service.
What is dynamics 365
Customer Service?
Microsoft Dynamics 365 Customer Service is a powerful solution that empowers businesses to offer an exceptional customer experience. Dynamics 365 Customer Service offers an omnichannel experience to the agents so that they can avail of real-time insights, communicate with customers using channels, collect necessary data, and get a 360-degree view of customer issues.
It lets you analyse the data insights to pitch customers with personalised offers and services. This will retain customers in the long run while offering an optimum level of customer satisfaction. Being a part of Microsoft Dynamics CRM solutions, it can be customised to align with unique business needs. Also, Microsoft allows seamless integration with native and third-party applications to enhance the overall capability of D365 Customer Service.
Why does a Business needs Dynamics 365 CRM Customer Service?
In today's competitive business landscape, retaining customers is crucial for survival and growth. Dynamics 365 CRM Customer Service empowers businesses to foster lasting customer relationships that drive business success.
Dynamics 365 CRM Customer Service breaks down communication barriers by unifying customer interactions across various channels, including phone, email, chat, and social media, providing a consistent and personalised customer experience.
With Dynamics 365 CRM Customer Service, businesses can align customer interactions with their core values, offerings, and service principles, ensuring that every touchpoint reinforces the brand promise and fosters customer loyalty.
By analysing customer data and preferences, Dynamics 365 CRM Customer Service empowers businesses to anticipate customer needs, deliver personalised recommendations, and offer tailored services that exceed customer expectations, leading to increased customer retention and loyalty.
Businesses can leverage the functionalities of D365 Customer Service CRM to:
- Connects all communication channels, like text, call, and chat, for collected insights.
- Tracks customers throughout the issue resolution process.
- Record all communication and interaction with the customer.
- Collects data from the knowledge base and shares it with customers whenever required.
- Comes with unified routing features that let you efficiently route items.
- built with AI to offer you accurate and predictive insights.
- Supercharge agent performance using a unified data dashboard.
- Enhances the overall productivity of the agent.
- Optimise resources to maximise the ROI.
- Automate recurring and manual processes to increase efficiency.
Dynamics 365 Customer Service Features
Some of the unique and most important features are listed below:
Omnichannel
Experience
Get AI-Power
Insights
In-built
Knowledge Base
Unified
Routing and SLAs
Dynamics 365 Customer Service Capabilities
D365 Customer Service can exceed your customer expectations from your business in minimal resources. Some of its capabilities that you should check are:
Strengthen Agents with Smart Tools
Agents can leverage the power of Microsoft Copilot to search for relevant information in simple language to resolve issues. Even, you can transfer the call to an expert professional in case of complex issue through Microsoft Teams.
Inbuilt Smart Self-Service
Resolve customer issues using automated conversational chatbots and human-like IVR responses. You can automate the simple issues by leveraging AI, BI, knowledge articles, and community portals.
Optimise Customer Service Operations
You can get accurate data insights to track the performance of conversational analytics and customer analytics. This will help you find the areas of improvement where you can optimise the performance to get enhanced results.
Connect with Customer - Anytime and Anywhere
Connect with the customer using voice, social networks, a virtual assistant, and chatbots to resolve their query. Customer Service Dynamics 365 is a multilingual solution that allows you to communicate with customers in any language.
Case Management
Get a comprehensive view of all queries, customers, and resolutions using a case management system. Also, it comes with task management, queue management, and case escalation features to accelerate the case resolution process.
Unified Agent Desktop
Dynamics 365 Customer Service comes with aa unified agent desktop that gives you access of all information from a single screen. This customer information includes customer profile, query status, case history, customer journey, and knowledge base data.
Dynamics 365 Customer Service
Dynamics 365 Customer Service will revolutionise the way you deal with your agents, empowering them to meet customer satisfaction at all levels.
Implementation
Improve your customer experience and maximise your sales by implementing Dynamics 365 Customer Service Automation.
Get Started
Upgrade
Upgrade your system to D365 Customer Service CRM and drive smarter business operations with strong customer engagement.
Get Started
Support
Improve your customer retention rate with a long-lasting impact by embracing Dynamics 365 Customer Service capabilities.
Get Started
Dynamics 365 Customer Service Pricing
Dynamics 365 Customer Service Pricing is simple and cost-effective for all businesses. It comes in two plans - Dynamics 365 Customer Service Professional and Enterprise.
Below, you can do a Dynamics 365 Customer Service Professional vs Enterprise comparison to analyse its features and capabilities and find the best plan that suits you.
Also, you can avail yourself of the Microsoft Dynamics 365 Customer Service trial to know its capabilities based on your unique business requirements.
Dynamics 365 Customer Service
Professional
- Case management
- Knowledge management
- SLAs
- Templates
- Unlimited number of users
- Additional Capabilities
- Personal Views and Dashboards
Dynamics 365 Customer Service
Enterprise
- All features of the Professional set
- Unified service desk
- Embedded intelligence
- Context-driven suggestions
- Service gamification
- Customization and extensibility
- Analytics and KPI reporting
Dynamics 365 Customer Service
Premium
- Transform customer engagement with an integrated contact center and CRM service solution all powered by generative AI.
- All features of the Professional set
- Unified service desk
- Embedded intelligence
- Service gamification
- Customization and extensibility, etc.
Empower Exceptional Customer Service: Discover the Power of Dynamics 365 Customer Service
Transform customer interactions into exceptional experiences with Dynamics 365 Customer Service consultants, the unified solution that empowers agents to deliver personalized support anytime, anywhere.
Have you got
questions about Microsoft Dynamics Customer?
Click through to our FAQ for the best answers!
Following steps are needed while installing Dynamics 365 Customer Service:
- Administrators are needed to sign in Power Platform administration center.
- Now, go through the drop-down list of “Resources”, and select Dynamics 365 Apps.
- On this app list page, you will see “customer service Team member”, now, select install.
- Once you reach on “Install Customer Service Team Member” panel, simply select an environment from the list.
- Now, select “Terms of Service” to get agreed upon, and then select install.
- Now, it’s time to assign user roles in the Customer Service app.
- Tracking customer issues and case management
- Record customer interactions pertained to a particular case
- Sharing information in the knowledge database.
- Creating queues and routing cases
- Creating and tracking service levels
- Defining service terms using entitlements
- Track and manage performance through reports and dashboards
- Creating and scheduling services
- Taking part in chats
- Managing conversations across the configured channels.
Dynamics 365 Sales is a Microsoft CRM business solution capable of streamlining all sales activities with ease. Whereas customer service comes into play after making a sale. It manages the customer to offer optimum customer satisfaction.
There are numerous Dynamics 365 customer service benefits for small, medium, and large businesses. It includes advance reporting, self-service options, seamless integration, is easy to scale, and adapts to changing business requirements.
The Dynamics 365 for Customer Service CRM collects, monitors, and tracks customer data to give them a personalised and data-driven offer. Also, D365 Customer Service CRM enables the business to offer after-sales service to retain customers for the long run.
Yes, you can customise this solution to meet the unique needs of your business. You can utilise the Microsoft Dynamics 365 ecosystem to align the solution with your business using integrations, add-ons, and customizations.
The Microsoft Knowledge Base contains a lot of knowledge about issues, queries, and resolutions. It is a kind of forum where anyone can post an issue or a query, and anyone can answer it based on their experience with D365 Customer Service.
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