Dynamics 365 Customer Service
The customer service software that improves the customer experience
What is Dynamics 365 Customer Service?
Dynamics 365 Customer Service It is automation software for providing customer service. Together with Dynamics 365, it offers a set of features focused on improving the customer experience. These tools are made available to employees so that they are able to provide decisive and efficient support.
Dynamics 365 Customer Service provides a unified platform that automates all types of customer service operations, increasing team productivity and customer satisfaction.
On the other hand, Unifying knowledge by integrating all data from customer interaction allows for analysis in interactive dashboards. Thus, decision-making improves and customer satisfaction increases.
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Customer service automation with Microsoft
Benefits
Service optimization
Provide customers with excellent service through their preferred channel. This way, it is possible to resolve cases faster.
Personalized service
Simplify support by offering relevant personalized service.
Higher productivity
Empower your customers to find the answers and let your agents focus on more complex cases, thereby optimizing your customer relationship management.
Anticipate the customer
Address issues proactively by detecting customer intent and social sentiment.
The customer at the center
Highlight case studies, customer preferences, and feedback.
Access to information
Provide guidance on rights and service level agreements.
Customer Service Features
Make your customer support team's work easier
- Resolve problems quickly with Copilot
Copilot helps you diagnose, troubleshoot, and draft responses for customers, saving your team time.
- Real-time information
Deliver valuable insights to your team through sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
- Discover the solution automatically
Increase first-call resolution by automatically classifying cases and routing them to the most appropriate service representative.
- Collaboration in Teams
Create collaboration meetings to resolve specific cases.
Enable self-service
- AI chatbots
Intelligent, conversational bots that use generative AI to resolve customer issues in real time. According to a study by Comm100, live chat provides users with an overall satisfaction rating of 81%.
- Conversational IVR
Resolve issues quickly through human-like interactions with conversational interactive voice response powered by generative AI (IVR).
- Self-service with automation
Automation capability for both daily tasks and more complex transactions.
- Community
Participate in personalized community portals to collaborate, share suggestions, and get enriched insights from other users.
Optimize service operations with Dynamics 365 Customer Service
- Information panel
Set up a multichannel information dashboard with AI-controlled conversations, channel analytics, and key performance indicators in a single place. It also allows for detecting emerging trends and potential service improvements.
- Greater efficiency
In Dynamics 365 Customer Service, it is possible to create custom flows to eliminate manual processes and add custom data connectors.
- Resource planning
Plan the appropriate customer service staffing level based on seasonality, the number of forecasted cases, and conversation volume with the forecast reporting feature.
Reach all customers
- Voice channels
It allows for the configuration of telephone systems. According to a report published by Capterra, 50% of users still prefer telephone support.
- Digital participation
Use different types of digital channels: emails, text messages, social media, and a virtual assistant.
- Real-time translation
Facilitate communication with all customers through real-time translation.
- Opinion routing
Route the right customer service professional based on each customer's specific needs.
What's new in Dynamics 365 Customer Service
Access content about the tool
Copilot in customer service
- Real-time assistance
Copilot offers instant help to users to automate repetitive tasks, quickly retrieve case information, or resolve issues faster.
- Suggested responses and summaries
Users can generate email responses and create case summaries.
- Intelligent contextual search
Copilot can automatically search the knowledge base, support articles, and past records to provide useful information without users having to search manually.
- Analysis and recommendations
Real-time analysis of service performance and proactive action suggestions based on customer behavior patterns and historical data.
Integrations
It integrates natively with the tools of Power Platform, Microsoft 365, Microsoft Dynamics 365 Sales (CRM) and Copilot. On the other hand, it is possible to expand and improve Business Central with the integration of apps for tax management, banking operations, specific industry needs, etc.
Power Platform
To create interactive reports in Power BI, automate workflows in Power Automate, or connect with Power Pages portals.
Microsoft 365
Dynamics 365 Customer Service connects with everyday applications in the Microsoft ecosystem such as Outlook or Teams.
Microsoft Dynamics 365 (CRM)
The tool is built in Dynamics 365, which allows for easy access to customers.
Copilot
Thanks to AI, Dynamics 365 Customer Service has features that automate daily work.
