Empower Customer Experience Excellence with D365 Customer Service
With customer expectations continuing to rise, ensuring you have the correct customer service solution in place is key to success. In this article, Prateek Desai, Practice Manager for D365 and Power Platform, explores how D365 Customer Service can empower your organisation.
Dynamics 365 is a leading CRM solution known as one of the top 5 platforms in terms of CRM market share and recognised as a leader by Gartner’s Magic Quadrant for the CRM Customer Engagement Centre. One of the things that sets D365 apart from other solutions is the number of connecting modules it offers. From field service, to project operations and marketing, there are many modules suited to almost all business areas with the ability to connect them to ensure a continuous data flow across departments.
For this article, we will focus on the customer service module of Dynamics 365. Every organisation is aware of the importance of good customer service with recent research by Microsoft noting that 90% of people use customer service as a factor in deciding whether or not to do business with a company. In order to meet these growing expectations, a good customer service solution is key. Dynamics 365 Customer Service allows organisations to manage all customer service activities in a single application to ensure customers can receive personalised support, quick responses, and resolutions to issues to help meet and even exceed today’s rising customer expectations. Below we explore some of the capabilities of D365 Customer Service that can empower your organisation to achieve customer experience excellence.
Each customer stored on the solution will have an easily accessible dashboard where all customer information is stored along with any interactions between the customer and the organisation. This dashboard provides a 360-degree view of all customer touchpoints and can be easily shared with other employees for analysis. Gain insights into how each customer interacts throughout their journey and provide tailored offers or recommendations.
Connect with your customer from any platform or any channel while delivering a seamless and consistent experience across all touchpoints including email, phone, social channels, conversational AI, live interaction, and self-service solutions.
Empower your customer service agents with effective case management capabilities that help agents by creating queues and scheduling meetings to help prioritize, organise and monitor work tasks. Further, agents have all the tools they need at their fingertips with an all-in-one desktop experience that includes profile histories and engagement transcripts.
There is a number of self-service tools available. Provide real-time answers with virtual agent chatbots. Automate routine tasks with smart automation. Harness the solutions built-in knowledge management solution, Knowledge Base, where users can store information on common issues or products. This can be used by other agents who may need guidance in resolving cases or by customers to provide access to revenant content or knowledge articles.
Leverage built-in customer and channel analytics to get insight into customer engagement and track performance to identify opportunities for improvement. Further, detect emerging trends across support topics and agent-customer interactions allowing you to optimise your staffing levels or allocate resources based on trending issues and skills required.
Useful Integrations for D365 Customer Service
There are a number of other Microsoft solutions that are commonly used with D365 Customer Service. Below we explore some of the top integrations.
Dynamics 365 Sales
Another module available within Dynamics 365, D365 for Sales can easily be integrated with this solution to help align customer service and sales teams and ensure a consistent and connected experience across all points of the customer journey.
Dynamics Customer Voice
D365 Customer Voice is a feedback management tool that can be used to create surveys and monitor responses. This solution can be easily integrated with D365 Customer Service and allows customer service agents to gain a complete view of relationships, obtain insights that can create better experiences, and make better data-driven business decisions.
All Dynamics 365 solutions provide seamless integration with Microsoft 365 apps including Outlook, Word, Excel, SharePoint and Microsoft Teams. These are commonly used across organisations and can help enhance collaboration by integrating with core business applications such as D365 Customer Service.
Another useful integration is Power Pages which were previously known as Power Apps Portals. These portals are created using low-code and are responsive and personalised. These enable users to interact with selected D365 data and capabilities. Examples of this include a customer service portal where customers can create and track cases they have created.