Customer Care Solutions
Customer service is a brand ambassador! Dynamics 365 for Customer Service opens up the doors for providing your customers with consistent, excellent customer care experiences across all your business touchpoints.
Dynamics 365 for Customer Service digitizes your ecosystem of customer care: operations, agents and customers; providing excellence at any given point.
- Case Management
Regulate customer encounters by automating workflows of received customer tickets with accurate and agile procedures, team-based routing, digital queue management, escalations, collisions, SLAs and more.
- Omni-Channel, Unified Experience
Empower your agents to consistently well receive and respond to any customer enquiry, complaint or request whether through web, social, chat, email, mobile, and phone; all through a unified, easy-to-use interface.
- Customer Self-Service
Empower your customers to find instant answers clearly and easily. Make them feel important and supported by being there to assist them at any moment they need.
- Knowledge Base
A searchable knowledge base empowers both agents and customers to tap on up-to-date, consistent answers across all channels, anytime and anywhere.
Utilizing powerful social tools in the hands of your service teams, you can better engage with customers on social channels, listen and analyze interactions and proactively address issues by detecting customers’ intent and social sentiment.
- Digital Intelligence
Gain insights through dashboards, deep analytics, and powerful data visualization capabilities using your desktop, laptop or tablet. Track and report everything in real-time. Move ahead to predictive and proactive customer service.
Dynamics 365 family seamlessly integrates with each other. With CRM/ERP integration, you can focus more on driving new business and less on the hassles of trying to make data available. With IVR Integration, you can have richer analytics to customer data and information in real-time.