Faster Resolution Times:
With centralised case management and real-time agent assistance, your team can resolve inquiries more efficiently.
Customer Service
Microsoft Dynamics 365 Customer Service helps organisations deliver seamless, personalised, and efficient support across every customer interaction. From contact centres to service desks, this solution unifies case management, knowledge resources, and communication channels to empower your teams and exceed customer expectations. With AI-driven insights, automation, and omnichannel capabilities, businesses can resolve issues faster, reduce service costs, and build long-term loyalty.
Key Features
- Case Management: Track and manage every customer issue from initial contact through to resolution, with full case history and SLA monitoring.
- Omnichannel Support: Engage customers via email, phone, chat, social media, and self-service portals, all from a single platform.
- Knowledge Base Integration: Equip agents with intelligent search tools and curated articles to deliver accurate, consistent answers.
- AI-Powered Agent Assist: Surface real-time suggestions and next-best actions using Microsoft Copilot and AI capabilities.
- Customer Self-Service Portals: Reduce inbound volume by enabling customers to log and track cases, browse FAQs, and resolve issues independently.
- Customisable Dashboards & Reporting: Monitor agent performance, customer satisfaction, and resolution times with real-time analytics.
- Integration with Field Service & Sales: Ensure a unified view of the customer journey across service, sales, and on-site operations.
Business Benefits
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Improved Customer Satisfaction:
Omnichannel engagement and self-service options empower customers to get help when and how they prefer.
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Increased Agent Productivity:
Streamlined workflows and AI support free up agents to focus on complex issues and high-value interactions.
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Lower Service Costs:
Automation, knowledge sharing, and case deflection help reduce support volume and operational overhead.
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Better Visibility & Reporting:
Access insights that help you continuously improve service quality, agent performance, and customer retention.
Contact Us to Explore Dynamics 365 Customer Service
