Personalise Customer Interactions with D365 for Customer Service.

Dynamics 365 Customer Service enables your team to manage customer cases faster than ever before, providing the best service possible and keeping your customers satisfied.

The author of this page: Brianna Bracken
Brianna Bracken, Marketing Executive Oct 05, 2020

With the evolution of digital and rising customer service expectations among more empowered customers, organisations must keep pace to ensure they deliver the highest levels of service across each customer touchpoint.

Microsoft Dynamics 365 goes beyond tradition CRM confines of sales and customer service to deliver impactful customer insights and a 360° view of customer touchpoints. Transforming back-office processes to break-down the silos between ERP and CRM.

Let's take a look at how D365 Customer Service that can boost your customer service and retention;

Dynamics 365 Customer Insights

Dynamics customer insights provides an intuitive and intelligent customer data platform that unifies your customer data across all sources providing a single view of customers to unlock valuable insights and deliver a more personal experience to each customer. Enable your teams to exceed customer expectations and become a customer-centric organisation by giving real-time insights to marketing, sales and customer service professionals.

Customer insights allow you to understand your customers by unifying your data in centrally accessible profiles allowing you to see a comprehensive view of each customer across channels including campaign response, online visits, purchases, social interaction, behavioural data and customer service interactions with pre-built connectors to keep profiles up to date to help you deliver a unique and personal experience to each customer.

Obtain insights on email marketing, analytics, advertising through smart integrations with Microsoft and third-party applications and by placing customer insights cards into your business applications. With easy integration to Power Platform, create workflows and customer-centric automations without the need for complex coding. Use insights reporting to identify key trends and automation opportunities across case topics, engagement channels and customer satisfaction drivers to enhance support delivery

Extend your insight with AI-driven insights and recommendations to discover new potential audience segments. Harness the power of out-of-the-box machine learning templates which can help predict customer intent, product recommendations and customer lifetime value. Build custom machine learning models by integrating with Azure Synapse Analytics to combine insights with financial and operational data or create data visualisations with Power Bi. With a customer data platform built on Azure, you have built-in privacy and security and governance tools to ensure maximum data protection.

Dynamics 365 Customer Voice

Dynamics 365 Customer Voice is a feedback management tool used to create surveys and track responses. Customer voice is designed to provide a more complete view of each relationship to help provide insights that will lead to better experiences and better connections with customers. This end-to-end solution unifies all customer data from all touchpoints allowing businesses to simplify their processes, gain insight and deliver faster responses and resolutions to customer queries thanks to the power of AI-driven assistance.

Easily capture feedback with personalised surveys based on easy-to-use templates and customise future interactions with your customers. Integrate data and continuously connect feedback with stored customer feedback in other business applications to gain deeper contextual insights. Understand customers through feedback and, engage with them more effectively and take action in real-time based on auto-response triggers and customised dashboards.

Get instant visibility into trends across all channels with native voice channel integration enabled by Azure communication services. Instantly access the insights needed to pinpoint factors likely to affect customer satisfaction and resolve customer queries quicker.

Create a great omnichannel experience with an agent that remains connected and consistent whether conversations are voice or digital with real-time agent productivity tools such as call transcription. With full knowledge of all previous customer interactions across all channels, a highly personalised and successful customer service experience can be delivered. Enable intelligent routing for voice with automatic call distribution routes to the correct agent based on their skills and capacity. Integrate Power Virtual agents to deploy across messaging and voice channels for maximum efficiency. Power Virtual agents allow users to create AI-Powered chatbots that can resolve common issues and questions. Continually monitor and improve your chatbot's performance using data-driven and AI insights.

For more information on how D365 for Customer Service can help your business, speak to one of our solution experts today.

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