Dynamics 365 Customer Service

Power end-to-end customer experiences with Microsoft Dynamics 365

Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 Customer Service module has many features that organisations can use to manage the services they provide to customers.

Tagstra provides expertise and industry knowledge to help businesses transform their customer service experience with Microsoft Dynamics 365.

Key features of Dynamics 365 Customer Service:

  • Provide self-service support

Activate virtual agents for modern self-service solutions

Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.

Give customers direct access to your knowledge base

Deliver immediate access to the right content at the right time on the right channel.

Share knowledge through community portals

Collaborate, share tips, and leverage rich insights from experts and external users.

  • Personalise customer service engagements

Get a 360-degree view of your customer

Give agents a holistic view of the customer’s profile and their previous interactions with your support team.

Interact with customers on their preferred channel

Omnichannel support delivers consistent, connected experiences across channels including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.

Anticipate customer needs

Get at-a-glance views of the conversation summary, support history, and the customer’s recent cases.

  • Personalise customer service engagements

Empower teams with tools for increased productivity

AI-powered suggestions use real-time context cues to recommend similar knowledge articles or cases. Agents can reference those resources to resolve customers’ issues quickly.

Interact with customers on their preferred channel

Omnichannel support delivers consistent, connected experiences across channels including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.

Easily switch between open cases or tasks

Give agents the option to work across multiple open cases without losing any work in progress.

Engage experts faster

Use Microsoft Teams, now integrated directly within the agent desktop, to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their job function or location.

Analyse and act on customer feedback

Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.

Unify knowledge sources for a streamlined search experience

Provide agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.

  • Optimise service with actionable insights

Analyse comprehensive support insights

Built-in AI detects emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management to enhance support delivery.

Adapt quickly to real-time customer sentiment

Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations toward a positive resolution.

Track success against key performance indicators

Get actionable insights and improved visibility into how agents and support topics are affecting organizational KPIs.

Enhance your knowledge base with knowledge search insights

Help knowledge managers identify knowledge article gaps by understanding what topics agents are searching for to help resolve customer issues.

Analyse and act on customer feedback

Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.

Unify knowledge sources for a streamlined search experience

Provide agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.

  • Deliver proactive service with IoT

Proactively fix device issues

Send remote commands to resolve issues before customers even notice that anything’s wrong.

Enhance support with integrated IoT alerts

Help agents identify devices in need of attention with embedded alerts in the agent dashboards.

Monitor device health index

Help agents monitor real-time device readings to identify devices that need attention and confirm that fixes were effective.

Transform support with Customer Service
Exceed expectations with a customer service solution that supports seamless experiences for both your customers and employees.
(images and content in this article are courtesy of Microsoft)

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Image credit: Microsoft

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