Microsoft Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service is a powerful tool designed to help businesses provide personalized, responsive, and efficient customer support. It enables customer service teams to manage cases, track customer interactions, and deliver consistent service across multiple channels (email, chat, phone, social media, etc.). PositiveEdge is a Microsoft Dynamics 365 Customer Service Partner in California, USA.
Features and benefits
- Comprehensive Case Management
End-to-End Tracking: From case creation to resolution, Dynamics 365 Customer Service allows you to track every interaction across multiple touchpoints. Each case is logged with complete visibility into the customer’s journey.
SLAs and Entitlements: Service level agreements (SLAs) and entitlements ensure customer commitments are met. These features allow organizations to set up specific timelines for issue resolution, ensuring adherence to agreed service levels.
- Omnichannel for Customer Service
Provides a unified, multi-channel communication system where agents can manage and resolve issues across all channels (email, voice, chat, SMS, and social media) from a single platform.
Live Chat and Co-Browsing: Through live chat, agents can interact with customers in real-time. Co-browsing lets agents assist customers directly on their screen, improving support effectiveness.
Social Media Integration: Monitor and respond to customer queries and feedback on platforms like Twitter, Facebook, and others. Conversations from social media can be converted into cases for tracking and resolution.
- AI and Automation
AI-Powered Virtual Agents: The integration with Power Virtual Agents enables businesses to create chatbots that can handle simple customer service inquiries. These bots use natural language understanding (NLU) to interact with customers.
AI Suggestions and Insights: AI can suggest related knowledge articles or solutions from previous cases to help agents quickly resolve issues. It also provides insights into customer sentiment and potential escalations.
Predictive Customer Service: By using AI to analyze historical data, you can predict customer issues before they happen and provide proactive solutions. This predictive service model can significantly reduce case volumes.
- Knowledge Management
Contextual Knowledge Articles: A robust knowledge base allows agents to quickly find the information they need to resolve customer queries. The system provides recommendations on relevant articles based on the context of a case.
Self-Service Portal: Customers can access a self-service portal where they can search for knowledge articles and resolve issues independently, reducing the number of cases that reach customer service agents.
Community Forums: Customers can also participate in community forums to discuss issues, ask questions, and find solutions from other customers, reducing dependency on direct support.
- Powerful Analytics and Reporting
Customer Service Insights: This feature uses AI to analyze service performance metrics, identifying trends, bottlenecks, and areas of improvement. Organizations can act on these insights to enhance service quality and efficiency.
Custom Dashboards: Supervisors can monitor real-time performance metrics, such as response times, case resolution rates, customer satisfaction scores, and agent workload. Power BI integration enables more advanced data analysis and visualization.
- Scalability and Flexibility
Microsoft Dynamics 365 Customer Service is highly customizable and scalable, making it suitable for small businesses, enterprises, and everything in between. The platform is cloud-based, which allows for easy updates, global accessibility, and flexible deployment options.
Dynamics 365 Customer Service Partner in USA
By using Dynamics 365 Customer Service, businesses can significantly improve customer satisfaction, reduce service costs, and drive loyalty by offering personalized and proactive support. PositiveEdge is a Dynamics 365 Customer Service Partner in San Francisco, USA. Need more details, contact us today.