Microsoft Dynamics 365 Customer Service

Dynamics 365 Customer Service provides comprehensive reporting on key performance indicators (KPIs) such as case volume, resolution times, customer satisfaction (CSAT), agent performance, and channel usage.

Embedded interactive Power BI visuals offer insights into critical metrics. Reports on the customer journey and retention help identify opportunities to enhance experiences. Service managers can make data-driven decisions and improve services with on-demand reporting access to connected data across channels.

Customer Voice automates surveys to gather real-time customer feedback across channels.

This add-on provides insights into customer sentiment and integrates surveys and feedback analytics directly into Dynamics 365 Customer Service, making it easier for organisations to identify opportunities for improvement. Read our post to learn more.

This is available with select Dynamics 365 licences, including Sales Enterprise Customer Service Enterprise, with a capacity for 2000 survey responses per month/tenant.

Dynamics 365 Customer Service seamlessly integrates with Power Pages and other Microsoft-powered portals, providing an online gateway to knowledge articles, forums, and support resources.

Process-driven portals extend customer service capabilities by enabling users to find answers, track cases, and contact agents through a branded web interface.

ServerSys has deep expertise in deploying portals that connect to Dynamics 365 to enhance digital experiences. Integrated portals improve satisfaction by providing 24/7 access to information and deflecting common queries. Learn more about our portal services.

Through add-in capabilities, Dynamics 365 Customer Service enables omnichannel support across voice, digital messaging, and live chat channels. Unified messaging brings together SMS and email interactions for context, and live chat supports real-time conversations with work item routing.

Within the Dynamics app, agents get a unified experience across channels. Relationship insights provide background to personalise service with translation support available for global customers.

Microsoft’s Azure-based voice capability scales as an all-in-one platform. Chat features like quick replies and transfers optimise workflows.

Cross-channel routing intelligently allocates work to available agents based on skills and SLAs. With omnichannel support, organisations can meet customers on their preferred channel.

According to Forrester, 72% of customers expect robust online knowledge resources, and self-service portals empower them to find answers independently.

D365 Customer Service simplifies knowledge management by combining self-service and assistive capabilities. Searchable knowledge bases, communities, and chatbots can be readily deployed to enable users to access relevant articles easily.

For agents, Customer Service Copilot uses generative AI to search across trusted websites, internal documents, and past cases using natural language. It suggests relevant results and summaries to help quickly find solutions.

Dynamics 365 Customer Service delivers a tangible ROI in increased agent productivity, reduced operational expenses, higher customer satisfaction, and cost savings through task automation.

Key metrics like CSAT, NPS, case resolution times, and customer retention demonstrate improvements.

According to Nucleus Research, a well-implemented CRM system can return over $3 per dollar spent. With ServerSys’ support, your organisation can deploy Dynamics 365 to increase service quality and operational efficiency returns for significant long-term ROI.