Microsoft Dynamics 365 -Defining Customer Service Excellence
Hyper-connectedness is the zeitgeist in today’s modern society. We’re ever online, plugged in to the digital architecture of the world – and that’s in most things we do in a day, from socialising, to ordering a taxi. We’re in a fast-paced, quick turnaround, results-driven society now, and one that’s essentially a global village.
As an entrepreneur with a business to grow, it is that sign of the times that you must embrace, to better service the very contingent that keeps your doors open – your customers.
So, superb customer service is the nucleus around which every other part of your business processes must orbit. And to better embrace that aforementioned zeitgeist of connectedness, always-on communications and speedy turnaround for your clients, you must build an architecture of proficiency, and integrate it with every facet of your business.
How, though?
It’s all in taking your business to the cloud. Because up there, there’s seamlessness, more opportunities for clearer communication, and data that can help you make savvy business decisions. And the best way to transition, is by enmeshing the vast capabilities of a business platform like Microsoft Dynamics 365 for customer service.
Let’s talk more about the platform here, and the customer service tools that come with it.
The Dynamics 365 Customer Service Tools
Microsoft’s Dynamics 365 integrated platform is a latticework of digital capabilities that creates seamless interconnectivity with all processes – from finance to data interpretation, marketing, HR and more.
And vitally, its capabilities provide a fully automated customer service centre that acts as a touchpoint for every customer-centric interaction you may need.
Here are just a few of the features.
The customer service chat tool
This tool essentially works both ways, facilitating your interaction with clients, and vice versa.
Customer interaction management
An omnichannel feature that lets you manage conversations with clients through a myriad of channels like chats, social media, phone and more.
What’s more, the platform simplifies communication matters even further with pre-written and personalised email templates, and relevant informational articles.
Self-service for customers
With an integrated chatbot, customers can engage with your business without having to wait for human agents. This streamlines customer service for you in the background, resolving most issues in automation.
Additionally, the platform allows customers to create tickets for the queries or issues they may have, and then view a frequently asked question database that enables them to resolve said issues themselves.
The customer support management system
Fully aligned case management allows your client service side to map cases and track how and when these will be resolved.
You get:
- Automatic case creation – cases are created through request systems via email, web forms and phone calls.
- Case routing – cases are automatically assigned to relevant people within your organisation.
- Case information – all information regarding the case, including the enquirer’s history of interaction with your business, are presented in real time.
The contact manager and customer support tracking tool
The Dynamics 365 customer service tool has an incorporated tracking capability that provides data generated reports on all customer interactions. Using this real-time feedback, incoming cases can be broken down and improved upon. Customer satisfaction can be measured and steps to past resolutions can be enhanced for better results.
Streamline and personalise your customer service capabilities with Microsoft Dynamics 365 now and take ownership of today’s digital business zeitgeist.
Find out more about Microsoft Dynamics 365, and its comprehensive suite of integrated business enhancing products, in the cloud.
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