Dynamics 365 Customer Service

Omnichannel service

Ensure consistent and thorough interaction in all service channels – from self-service portals and personal services through to field services. The Unified Service Desk (USD) unifies a large number of communication channels (such as telephone, chat, e-mail and social media) for this purpose, plus relevant services in a centralised, completely integrated interface, raising the efficiency and productivity rates of service staff. Deliver professional service with a personal touch thanks to extensive contextual information, making it easy for your customers to get answers to queries or rectify problems.

Self-service and online communities

Support the ever-growing target group of customers who prefer self-service and community options to find answers to their queries on their own. Route self-service functions into portals in the company CI, offering reliable, up-to-date responses and personalised information, or support community environments in which your customers can engage in dialogue with other users and experts on the topic.

Centralised knowledge

Furnish your customers and staff having customer contacts with a shared “version of the truth” – a centrally managed knowledge databank. Make sure specialised articles have high impact levels by collecting data content from different channels and publishing it in all kinds of online media. Analytic tools help to measure utility on the basis of individual articles, identifying new opportunities for further expansion of your knowledge databank with the right strategy.

High-performance tools for employees

Support your service experts and agents with a centralised, standardised work environment to accelerate processing of queries and problems and provide a varied level of support. The interactive service hub is a role-based environment with a dynamic user interface (single and multi-stream dashboards), functioning online and offline to provide the tools, instructions and data your staff need for a more customised and effective standard of service.

Voice of the customer

Use surveys to gain deep insight into customer feedback, market sentiment and background data on transactional procedures. Feedback collected can either be assessed as a single entity or as part of a dataset of a customer, allowing your employees to react directly to a specific customer issue as required.

Service intelligence

Identify trends, anticipate new business opportunities and gain extensive insight – with in-depth analyses. Simulate “what-if” scenarios and forecast results with the aid of interactive diagrams and powerful data visualisation functions. Our software tool assists staff at all organisational levels, so everyone can make a difference to the business bottom line.

Technical customer service at its highest level