Service

Service by Microsoft Dynamics enables organizations to deepen customer loyalty by providing personalized, proactive, and predictive experiences across all channels. Agents are empowered with a single unified experience, enabling them to connect with customers

• Earn loyalty. Empower agents. Stay agile.

Customers now are 57 percent through the buying cycle before they even involve you.  Microsoft Dynamics Marketing enables your marketing team to plan, execute, and measure campaigns across channels, from start to finish, to bring your marketing vision to life. You can engage customers one to one across channels, build your sales pipeline, and demonstrate the impact of your marketing investments.

• Cross-channel service

Enable customer service engagements across web, social, chat, email, mobile, and phone, including customer self-service and social care. Provide channel context for personalized service with minimal customer effort. Use real-time and historical insights to personalize every interaction. Understand what your customer has already viewed and searched—before they ever reach an agent. With Service by Microsoft Dynamics, organizations can gain critical insight, with feedback and surveys that provide general sentiment, contextual feedback, and transactional understanding.

•   Agent enablement
•   Empower agents. Wow customers.
  Empower agents with a single, unified experience to deliver fast, amazing customer service from a desktop or mobile device. Agents can access every source of information they need, across a diverse environment, to provide more personalized care. They can leverage guided resolution features, such as call scripting and policy adherence, and a process-driven user experience, all from a centralized view.

Service for Microsoft Dynamics enables agents to manage cases faster and to provide differentiated levels of support, with integrated knowledge. With mobile service capabilities, organizations can expand their resource pools and free agents from their desks, helping to increase agent efficiency and to reduce cost per case.

• Self-service
• Make customer service effortless

Make it easy for customers to solve issues on their own. Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions, and product and service information and documentation.

Easily create a consistent and seamless branded experience for your customers, or create unique portals for each one of your multiple brands from a single deployment.

• Knowledge
• Provide the right answers at the right time.

Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure that your knowledge is relevant, by simply capturing and publishing across your content channels, while measuring impact through rich analytics.

• Social care
• Engage on your customers’ terms
  Speed resolution of even the most challenging issues with instant access to support professionals and subject matter experts, across internal and external teams, with Yammer and Skype. Leverage the Social agent desktop capability and deliver social posts to the right agent using sentiment, keyword, and language, and help to ensure consistent social engagement.
• Service intelligence
• Anticipate the needs of your customers

Identify trends, anticipate opportunities, and gain insight through dashboards, deep analytics, and powerful data visualization capabilities.

Organizations can identify business opportunities and gain deep customer insight by tracking and correlating customer satisfaction with service metrics. Fully integrated out of the box, Microsoft Power BI and Excel generate reports, interactive charts, and 3D geospatial visualizations to help identify trends and “what-if” scenarios and to forecast outcomes to help reduce effort scores.