First-class customer service with Microsoft Dynamics 365 Customer Service
Customer service is a key component in any company’s customer relationship management (CRM) operations. After all, customers nowadays not only want good advice and a custom-made product, but also rapid, reliable support. Microsoft Dynamics 365 Customer Service – a CRM solution – can help you to overcome these challenges.
Optimize your customer service activities using Dynamics 365 Customer Service and make use of data from other business units such as Sales, Marketing or Field Service. Always provide your employees with all the relevant information – such as customer data, order history, complaints or purchasing behavior – in the right place and at the right time. This can shorten the service request processing time, simplify collaboration, and increase service quality. This boosts customer loyalty, leads to greater customer satisfaction, and thus gives you a clear competitive advantage.
Features of Microsoft Dynamics 365 Customer Service at a glance
Omnichannel service
Allow your existing and potential new customers to contact you through their preferred channel. The omnichannel features of Microsoft Dynamics 365 ensure consistent and connected information across all touchpoints – such as phone, email, chat, WhatsApp or social media. This allows your company to provide the personalized, first-class customer service your customers expect, thus improving the customer experience.
Self-service portals and online communities
At present, many customers prefer self-service options so they can search for answers to their questions themselves. With Microsoft’s Customer Service solution, what you are providing is a self-service platform that gives your customers access to a structured and searchable knowledge base. Self-service portals can also be used in communities so that your customers can share information with other users and service experts. That way, any problems that arise can be solved quickly and the time required for all the parties involved can be reduced.
Powerful tools for your service experts
Provide your staff and agents with the tools and information they need to process inquiries and problems quickly. With the help of Dynamics 365 Customer Service, your Customer Service staff access all customer data and respond to customer inquiries in an effective and customer-focused manner.
Comprehensive knowledge management
With the help of the Dynamics 365 Customer Service knowledge base, you provide your customers and customer-facing agents with consistent information across all channels. Capture content from multiple sources, such as social networks or from service interactions, to ensure your knowledge articles are highly relevant. Comprehensive analytics help to measure the use of individual articles and to add relevant information based on customer needs.
Digital intelligence
Use the intelligent, AI-powered features of Microsoft Dynamics 365 to analyze and improve your customer service activities. Identify trends, discover new business opportunities and acquire valuable information about your customers’ behavior. Real-time interactive dashboards provide in-depth metrics and valuable analytics. That way, you lay the foundation for preventive maintenance and proactive customer service.
Voice of the Customer
Listen to your customers! Gain in-depth insights into customer feedback and market sentiment with surveys and sentiment analytics. With the help of the customer service insights gained, you can analyze customer satisfaction and continuously improve service quality.
Advantages of Microsoft Dynamics 365 Customer Service
Dynamics 365 modular service apps deliver end-to-end and digital support for your Customer Service Team: from the customer inquiry and ticket processing, over suggested solutions using the knowledge base or artificial intelligence, to the customer satisfaction survey. Achieve seamless, real-time interaction with your customers thanks to Microsoft Dynamics 365.
More satisfied customers
Put your customers first and offer personalized and smart service experiences. Ensure that your customers become loyal fans by providing up-to-date information and effective solutions. Help your customers to help themselves by providing self-service portals, live chats, or virtual agents (bots).
Strong service organization
Give your staff the tools they need to provide a quicker, more consistent service. Dynamics 365 Customer Service does more than just simplify your service agents’ work; they also benefit from efficient process cycles and ensure higher service quality.
One platform for all customer processes
The software ensures that all the customer journey processes relating to customer service run on a single platform from now on. This allows your service staff to access all the shared resources – whether they are working in the office, from home, on a train or in the field. This improves both each and every employee’s productivity and teamwork.
Perfect integration
All Microsoft solutions are based on the same technology, so they can be ideally combined with one another. Whether they’re for Sales, Marketing or Field Service, all the applications can be connected to Microsoft Dynamics 365 Customer Service without any major adjustments.
Omnichannel for Customer Service
Offer your customers a genuine omnichannel approach with Microsoft’s omnichannel solution. Omnichannel for Customer Service is a modern, customizable app that allows Customer Service staff to engage with customers across a variety of channels. The application enables contextual customer identification, real-time notification, integrated communication, and productivity tools such as integration of knowledge bases, search and query generation, and guided conversation – making your employees’ work even more efficient.
Note: The videos are in German and only available with English subtitles.
Why you should opt for ORBIS?
ORBIS SE has extensive project experience in digitalizing and implementing CRM systems and is one of the leading Microsoft partners for customer engagement in Europe. Our specialized Service team has been consulting for many years and develops specific solutions that are tailored to the processes of companies operating in a wide range of industries. We will be happy to advise you in detail and find the right Microsoft solution to suit your requirements. Get in touch with our international service experts and benefit from our in-depth process know-how and our impressive Microsoft expertise acquired from successfully implementing numerous customer projects.
I’m here to help you
Andreas Krenz
Key Account Manager in the Microsoft Division – Service Business Unit
Tel.: +49 681 99 24 633
E-Mail: andreas.krenz(at)orbis.de
Increase your customer satisfaction with our solution for the digitalization of your service processes.
Support your customers, partners and service technicians with real-time service.
