Dynamics 365 for Customer Service

Dynamics 365 Customer Service Business Application helps businesses to build a strong relationship with its customers transforming customer satisfaction as a key KPI for the business.The Customer Service application from Microsoft Dynamics 365 provides more streamlined customer data and makes use of unified technologies to achieve seamless and personalized experience for all the customers and build brand affinity in the long run. Dynamics 365 apps make use of services such as 360-degree Customer View, Artificial intelligence (AI) and Cognitive Analysis to get more details about every customer which can lead to improving productivity and empower agents simultaneously.

Dynamics 365 Customer Service

Dynamics 365 Customer Service provides a powerful tool for organizations to strengthen their customer loyalty programs and build life-long relationships with improved customer service. Using the Customer Service application from Dynamics 365 businesses can improve operational efficiency and organizational productivity.Furthermore, some of the core features of Dynamics 365 include the addition of an enhanced timeline that shows all customer interactions arranged in a single path. Also, managing activities in the timeline will be faster and more responsive with improvements to data viewability and usability.In fact, in the recent update to Microsoft Dynamics 365, the Customer service app is a part of this enhanced knowledge search that shows you the articles arranged in a single stream.

Features of Dynamics 365 for Customer Service

  1. Interact with customers on their preferred channels such as chat and SMS to email and phone to Facebook Messenger.
  2. Use of relevance search feature to provide the most relevant article for better results and understanding.
  3. Every customer receives a single and unified experience and results in better customer experience in the long run.
  4. With the use of Dynamics 365 Customer Insights, businesses can understand customer requirements a bit deeper and provide a much-personalized experience.
  5. Dynamics 365 Customer Services produces a dynamic interface optimized to drive the next best action that contextually serves up tools.
  6. Dynamics 365 Customer Service provides a single user interface to customer service agents to handle service interactions, using a desktop or mobile device.
  7. Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts.
  8. An added feature in the recent update includes service scheduling powered by Universal Resource Scheduling.
  9. Provides enhanced customer service admin settings using Service Management.
  10. Access to Knowledge Base search control powered by Relevance search to deliver results.
Dynamics 365 for Customer Service unifies the way customers interact and experience your business, making information available across engagements so your customer agents can offer consistency and personalized experience that customers expect. There are two flavors of Dynamics 365 Customer Service –  Customer Service Hub and Customer Service app. The Customer Service Hub is a case and knowledge management app which is built on the Unified Interface framework and the Customer service app designed for web and mobile clients.

Benefits of Using Dynamics 365 for Customer Service

1. Provides Omnichannel Capabilities

Omnichannel for Customer ServiceDynamics 365 Customer Service provides a 360-degree view of the customer’s activities and this includes the entire history of interactions, user preferences, and relevant information of the customers. It covers multiple channels such as phone calls, email, web, chats, social networks, SMS, and even IoT sensors. In addition to this, customers can use channel integration capabilities to add more channels.

2. Provides personalized Customer Experience

Provides Personalized experienceUnlike many other customer service applications available in the market, Dynamics 365 Customer Service provides a more dynamic and personalized customer service experience to the end customers. Businesses can understand the needs and behavior of every individual customer and treat them accordingly.  Thus every customer receives a single, unified experience, even if their case is transferred between agents or across channels.

3. Self-Service Capabilities

With the help of Dynamics 365 Customer Service, managers can set up a self-service knowledge base which will enable customers to easily access information to troubleshoot issues they are facing. This self-service functionality also reduces the call volume at the helpdesk as customers don’t need to connect helpdesk for every single issue. A much-enhanced portal and personalized dashboard will help customers to keep track of all the complaints they have raised and resolution.

4. Cross-Company Collaboration

Dynamics 365 Customer service helps to resolve customer complaints faster with cross-company collaboration and easily connect agents with subject matter experts. It is not only about providing services to individual customers but also about the company as a whole. With the help of the Microsoft support team and other service providers, your company can help resolve complex cases quickly.

5. Use of Advanced Technologies 

Use of Advanced TechnologiesDynamics 365 Customer Service started utilizing Artificial Intelligence (AI) in its features. When you combine all the data in a single application, AI integration can reveal better insights into data. Combining Customer Service with industry-leading AI apps—including Dynamics 365 Virtual Agent for Customer Service, Customer Insights, and Customer Service Insights,  organizations now can achieve the impossible in customer service operations.

Licensing Guide for Dynamics 365 for Customer Service

Dynamics 365 for Customer Service provides customers with multiple levels of functionality which includes mainly two license types i.e. Dynamics 365 for Customer Service Enterprise and Dynamics 365 for Customer Service professional. Dynamics 365 for Customer Service PricingCustomer Service Enterprise license is more suitable for enterprises and mature customer support organizations handling multiple clients. Customer Service Professional license is suitable for less complex scenarios with streamlined capabilities to provide core support functionality.Customer Support organizations may mix and match both these licenses and use them as needed as per their business requirement. Also, it includes Microsoft Dynamics 365 Customer Service Insights, licensed per user, that provides an actionable view into critical performance metrics, operational data, and emerging trends for customer service organizations.

Integration Options for Dynamics 365 Customer Service

Dynamics 365 Customer Service can be strengthened by integrating it with other Dynamics 365 applications such as Dynamics 365 Sales, Dynamics 365 Marketing, Dynamics 365 Fields service and other third-party applications. Easy UI based customization features are available with Microsoft and other 3rd party applications.With the help of Dynamics 365 sales application, customer support agents can get better insights about customer sales history and provide them better service. It will help to understand the customer’s issue in detail and also to better customer satisfaction ratio and retention.Marketing is an important component for every company and having strong support or integration from the customer service could lead to better results.Similarly, if Dynamics 365 Marketing or any other third party marketing tool is integrated with a Customer Service application, marketers will be able to carry out more personalized campaigns for customers based on past customer demand and feedback.