Price and product seem to have been overtaken by customer experience as the key differentiators. Customers are more conscious, empowered and demanding these days. You must be fast, accurate and knowledgeable to deliver a higher value. Customer service plays an important part in providing the desired customer experience.It is probably your company’s most important commitment to the customer. With Microsoft Dynamics 365, built-in customer service intelligence, you can provide faster, more personalised service and have a lasting impact on every customer interaction.
See Microsoft Dynamics 365 for Service Management in action
Watch this short video to learn more about the Microsoft Dynamics 365 for Service Management and how it can help you run your business better.
In this era of instant gratification, the speed of delivery is one of the key quality factors. But speed alone won’t do, with alacrity you will need the right solution for the consumer — the first time and every time. Microsoft Dynamics 365 platform allows you to instantly address any query or problem raised by the consumer. As a first level of problem solving the platform offers users self-service, community or social channels. AI and machine learning help resolve many routine queries through virtual agents, service bots et al, while the really complex ones are routed to appropriate service teams.
Offer a Long-Term Solution
Each issue is resolved as a long-term solution, objective being that if a query has been raised then all related possibilities are considered and built into the solution. Thus minimizing the possibility of similar problems arising in the near future.
Promise of a Speedy, Accurate and Comprehensive Resolution
Microsoft Dynamics deploys intelligent automation, making available to agents relevant information and resources as they interact with the customer. They have a 360 degree perspective of the customer journey and are empowered with a fair degree of flexibility, enabling them to offer solutions that are – speedy accurate, customized and comprehensive, with minimal chances of an escalation. The customers are able to get their problem resolved though a single interface. You can leverage this as key attribute to upsell or cross-sell.
A Learning Platform
The Microsoft Dynamics 365 is an intelligent platform, it gets smarter with each interaction with you and your customers. The resultant feedback is registered, processed and developed into actionable insights for subsequent interactions. The platform also facilitates steeper learning curve for the organization through targeted analysis of contact center operations and business-critical data. Direct survey feedback, discussion forums, and social listening improve the over all service experience. HR can promote optimal behavior by developing individual games and team competitions to keep the teams motivated. The platform facilitates faster onboarding of new agents and keeps them up to date on new features and identified best practices with tailored in-app learning. Staffing can also be optimized. Appropriate resources can be allocated based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.
Fosters Innovation and Adaption
The Microsoft Dynamics 365 platform has been designed to quickly adapt to any environment and to customize as per the individual need of any organization. At each level the platform provides the appropriate resources and allows enough space for individuals/teams to innovate and improvise. This innovation or improvisation is then spread across all levels as organizational learning. This helps leverage individual efforts and innovations for the benefit of the organization.
To enable ease of use and maximum utility the platform has been developed into an omni-channel one. Microsoft Dynamics 365 is compatible with almost all the popular operating systems and optimized for any device viz. mobile phone, laptop or desktop. This helps you to engage the customer on her preferable platform, while your agents are able to resolve any customer query on the go!
The Dynamics 365 platform is easy to deploy and can integrate easily with your legacy systems that may be not be Microsoft. The automated processes across Dynamics 365 applications and third-party systems work in tandem with each other to deliver superior customer experience. The integration is seamless, with with minimal down-time. At the front-end, users won’t even realize that there are multiple systems at play, and it will be business as usual for them!