Service is increasingly becoming the number one differentiator for companies in all industries. To gain a competitive edge over its competitors, your business must deliver service that is top-notch, fast, smart and always available. Dynamics 365 Customer Service is the app that will help you do so ‚Äď across channels and devices. Through automation, employee empowerment, predictive care and other features you will be in a position to not only meet but exceed your customers‚Äô expectations and to gain their loyalty.
Reinvent your productivity with Microsoft Dynamics 365 Customer Service
Reduce costs with data and intelligence. AI-driven insights help you recognize which areas need improvement. Employ bots to make recommendations and rely on predictive care to avoid issues in the first place.
Service portals, automated resolution and bots help free up your agents for high-value interactions. Improved staffing and resource allocation speed up case resolution and help address demand fluctuation.
Make your customers feel special by providing a personalized service experience. Comprehensive contextual data let you interact on a personal level
and discover up- and cross-selling opportunities.
Microsoft Dynamics 365 Customer Service includes:
Ensure a consistent service experience with the help of customer service chat bots. Artificial intelligence enables a chat bot to forward requests to a service agent when necessary to ensure fast and efficient service case handling.
AI-based sentiment analysis lets you analyse your customer interactions and steer conversations towards a positive resolution. This enables you to identify levels of customer satisfaction and improve your support services.
Provide your customers access to knowledge base articles and videos via self-service portals in order to solve problems quickly and reduce time investiment for all parties.
From chat and calls and to texts, WhatsApp and Facebook Messenger, allow your customers to interact with you on their preferred channel.
After each service engagement, customers receive a survey to rate their satisfaction and evaluate the services they have used. This makes it easier to react quickly to customer feedback and optimize services.
Service Level Agreements (SLAs)
So called Service Level Agreements (SLAs) are used to define and track the content and scope of the services to be provided.
Why partner with proMX?
Customer engagement solutions are proMX‚Äôs strong suit. Our experts have taken a deep dive into the features of Dynamics 365 Customer Service and have already worked on projects involving Artificial Intelligence and bots. Consult with them to tailor the app to your business's needs!
proMX - your Microsoft Dynamics 365 Partner
Since proMX‚Äôs founding over 20 years ago, we have grown both from a geographical and a technical perspective: today we have subsidiaries in the USA, Europe and Asia and we are experts for Microsoft Dynamics 365. One of the solutions we have a lot of experience with is Dynamics 365 Customer Service, which we successfully implemented at the nature conservation organization LBV, among others.¬†¬†¬†
Whether small, medium or large organizations ‚Äď we always provide the best possible working environment to our customers. That is why we implement and customize Dynamics 365 solutions as well as develop add-ons to extend Dynamics 365 with even more useful features.¬†¬†
We will show you how Dynamics 365 Customer Service will help to improve your customer relationships. Together we will then establish an implementation plan based on your vision and possibilities.
It includes technical and industry-specific prerequisites as well as security and compliance requirements.
We‚Äôll teach all users the best way to use the solution before its go-live.
The implementation plan will serve us as guidelines when we customize the customer service tool to your needs. The actual implementation will be carried out in agile sprints. That allows you to check every step and lets us adapt the solution along the way if necessary.
Our experts will embed Dynamics 365 Customer Service in your existing systems. Further Microsoft applications or proMX add-ons can be integrated seamlessly, too.
All Dynamics 365 solutions run in the cloud. That means you needn‚Äôt worry about physical servers in your buildings. All solutions are available on-premises, too, if you prefer.
The security of your data and processes is also ensured. All your systems are secured by multi-factor authentication. Employees can only access designated areas with proof of identity, e.g., a password and a code sent to their phones.
Do you have further questions or problems? Don‚Äôt worry, we won‚Äôt leave you hanging.
No matter whether there is a technical issue, or you need advice on navigating your new solution: our support team is available for you.
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FREQUENTLY ASKED QUESTIONS
Yes.¬†Microsoft‚Äôs Dynamics 365 Customer Service module is a highly flexible app¬†that can be combined with other Dynamics 365 modules, e.g.¬†Dynamics 365 Sales¬†and¬†Dynamics 365 Marketing or Dynamics 365 Field Service¬†if you‚Äôre looking to align your customer service agents and field workers.¬†
With Microsoft Dynamics 365 Customer Service, you can offer self-service options¬†such as community portals, a knowledge base or a virtual agent¬†to your customers to engage with them¬†as well as add¬†Microsoft¬†Omnichannel¬†that includes options like¬†SMS or messenger support.¬†
Yes.¬†Microsoft Dynamics 365 Customer Service leaves you the choice¬†between¬†extending it¬†with Microsoft‚Äôs Omnichannel service that adds phone call, chat and SMS functionalities or by connecting your own computer-telephony integration (CTI) system.
Yes. Microsoft Teams can be integrated with Microsoft Dynamics 365 Customer Service (as well as other Dynamics 365 modules) to enable users to collaborate more easily. Files shared in Microsoft Teams can also be accessed in the customer engagement app.¬†
You can choose from several licensing options for Microsoft Dynamics 365 Customer Service:¬†
- ¬†Dynamics 365 Customer Service Professional
- Dynamics 365 Customer Service Enterprise¬†
- ¬†Voice channel and digital messaging (combined)
- Voice channel (individual)
- Digital messaging (individual)
- Microsoft Power Virtual Agents¬†
- Dynamics 365 Customer Insights¬†
- Dynamics 365 Remote Assist¬†
Yes.¬†Power BI¬†can be integrated with Microsoft Dynamics 365 Customer¬†Service to¬†build¬†service¬†dashboards and create reports with ease.¬†