Stand out from the average company with Dynamics 365 Customer Service. There is built-in intelligence for a faster and more customizable experience for customers to get more value out of each interaction.
CUSTOMER SERVICE CAPABILITES
Agile Support Model
Drive best practices to create consistent experiences. Allocate resources based on popular skills to address fluctuations that occur daily and over time. Beable to add additional functionality as your needs grow.
Help customers with easy to use self-service options. Drive customized experiences with all-around customer views and always be improving the service experiences to earn customers for life.
Live Chat and ChatBot (Preview)
Customers can request assisted support and chat with a representative in real-time based on the Microsoft Teams communication platform. Chats can be serviced by bots or human reps. with a seamless transfer of customer context between them. (Chatbot requires a Customer Service Enterprise license and a Customer service insight license.
A smooth employee experience speeds up onboarding and cuts down on customers escalating cases. Knowledge-driven case management delivers the right answers every time and provides guidance to the right action to ensures fast and accurate resolutions.
AI for your Business
Make informed decisions to improve the customer service experience with out-of-the-box insights. Measure performance over time, identify areas in need of growth and boost productivity with advanced AI capabilities and features.
Resolve emerging issues before they impact more customers. Gain an in-depth understanding of customer satisfaction score (CSAT) drivers and use AL insights to make data-driven changes.
Increase Operational Efficiency
Streamline operations with case resolution insights, track trends, and historical comparisons to evaluate agent performance and business impact. Monitor how many cases and increasing topics to optimize agent productivity.
Dynamics 365 Customer Service Plans