Innovate Customer Service with Omnichannel

According to McKinsey, the only way to handle increasing business complexity while offering great customer experiences and low operational costs is to embark on an omnichannel transformation.

The author of this page: Deirdre Lysaght
Deirdre Lysaght, Marketing Executive Feb 10, 2021

McKinsey identified four essential components for a successful omnichannel experience. One of the components relates to IT-architecture and having the next generation technology to support a seamless omnichannel experience. The right technology can transform your organisation into a great digital customer experience.

Introducing Omnichannel for Customer Service, an enhancement for Dynamics 365 Customer Service which enables organisations to instantly connect and engage with their customers via channels like live chat, SMS, social channels along with the capability of introducing custom channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search and case creation to ensure agents are effective.

"Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies,” according to research by Aberdeen Group.

Dynamics 365 Omnichannel

Dynamics 365 Omnichannel is a set of features that extends the Customer Service module and integrates nicely into your existing Dynamics 365 Customer Engagement setup. The core functionalities revolve around the following channels:

  • Chat

  • SMS

  • Social Channels (e.g. Facebook, Twitter, WhatsApp)

  • Microsoft Teams

  • Custom Messaging Channel

Dynamics 365 Omnichannel ties all these channels together and lets the agents seamlessly switch between different types of conversations from inside the browser.

Furthermore, Dynamics 365 Omnichannel offers capabilities to route conversations to specific agents based on skills and the ability to handover conversations to better-suited agents. While interacting, agents can search the internal knowledge base for solutions to specific problems or create a case to be picked up later by a technician or expert. All these actions and interactions are linked to the customer record, and next time the same customer is interacting, we already have a sense of where they are in the customer journey.

Automation and AI

There are a lot of possibilities for automation inside Dynamics 365 Omnichannel. Scripts let the agent automate certain repeating and tedious tasks. Integrations to Microsoft Power Virtual Agents lets you set up Chat Bots to interact with customers and if needed hand over the conversation to a real agent.

Microsoft Azure Bot Services lets you build a smart assist bot. The bot can be set up for various tasks and helps assist the agents in their day to day work. For example, based on customer interaction, the bot can suggest knowledge articles that have solved a similar customer issue in the past. Resulting in a quicker resolution of the issue and a satisfied customer.

Another tool for helping the agent deliver great customer service is the Sentiment Analysis. Sentiment Analysis analyzes the agent’s interactions in real-time and lets them know if the customer is in a positive, neutral or negative state. This allows the agents’ supervisor to monitor how all company interactions are going and intervene when necessary.

Dynamics 365 Omnichannel consolidates the information from all channels into one place and facilitates customer/agent interactions, resulting in a better customer experience and a clearer picture of the entire customer journey. Lastly, the automation and AI capabilities will aid your business and can be used to reduce operational costs dramatically.

To understand how you can transform customer engagement by offering an omnichannel customer service experience, reach out to Storm Technology or register for our upcoming webinar 'Omnichannel Customer Service Experience in Dynamics 365.' on 10th March 2021 at 11am on Microsoft Teams.

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