Infinity Group are a specialist Microsoft Dynamics 365 Customer Service partner and have a proven track record of tailoring and implementing Microsoft Dynamics 365 for Customer Service across many different verticals.
Deliver a personalised service to help your customers help themselves and gain trust in your ability
Seamlessly deliver the right answers to your customers at the right time across multiple channels
Proactively address issues by monitoring customers intent and sentiment and behavioural patterns
Enable your workforce to make smart decisions and provide a consistent service
Access customer data on the go using any device at any time of day
Make changes based on useful Sales Insights and behavioural analytics
Dynamics 365 Customer service utilises information from customer service insights to personalise every interaction an agent has with a client. These useful Insights capture a 360-degree view of the customer’s journey and ensure that an agent always has the background information they need to properly assess and assist a customer’s enquiry.
Every customer will have an easily accessible customer dashboard; this is where all of their information will be stored and where every interaction an agent has with each customer will be recorded. All this information can be quickly analysed and shared in the knowledge base with other agents.
A useful tool included within Dynamics 365 Customer Service is Customer Voice. Customer Voice measures and configures customer feedback using surveys. This data then enables you to analyse trends and inform actions to increase engagement and customer satisfaction.
Microsoft Dynamics 365 Customer Service streamlines communication and case management by creating queues and scheduling meetings to help you organise, prioritise, and monitor your work progress and load. These effective reminders setting ensures your customers are not left waiting and your sales agents never miss a call.
There is the option to use an inbuilt chat function which enables users to converse with customers via live chats. The chats are recorded and stored and can be easily transferred between agents. Conversations can be managed across channels meaning that an agent can communicate with a client on the client’s medium of choice, be it Microsoft Teams or WhatsApp.
Automate routine conversation with your own customised Power Virtual Agents, which are bots that use information from Sales Insights to streamline customer interactions and remove the need for time-consuming manual data entry. Once the Virtual Agent has done the preliminary conversation and data entry, it will refer customers to the most appropriate agent using intelligent case routing. The human agent will then be given all the information they need to properly assist the client and take the case forward, all in one place.
Improved Customer Experience: Intelligent case management features such as Virtual Agents guarantee quick response times and a professional, standardised process.
Efficiency: Dynamics 365 Customer Service simplifies the agents’ work and takes away the need for manual data entry. Agent’s will no longer have to search for the relevant information, or trawl back through conversations to form the correct responses. Instead, Customer Service streamlines everything and manages agents’ time with inbuilt scheduling and reminder capabilities.
Innovation: Data from Customer Service Insights and Customer Voice allows Agents to analyse data and conversations to identify areas they need to improve. Managers can identify their agents’ strengths and weaknesses and work with them to rectify any difficulties to equip them to provide a better level of customer service.
As part of the Dynamics 365 suite Customer Service has access to the benefits of Customer Service Insights and Customer Voice. These apps provide invaluable data and analytics to inform Customer Service and improve support provision.
The Dynamics 365 Customer Service app is integrated with numerous communications apps so that customers can converse with agents on a platform of their choice including SMS, Facebook Messenger, WhatsApp, WeChat, Line and more.
The Microsoft Teams integration means that data and channels can be easily shared within the business between professionals. It also gives managers easy access to their agents to manage their progress and oversee any authorisation that is necessary.
We first approached Infinity Group to help us transition from our old CRM to Dynamics 365. The scoping and implementation was run very professionally and all ongoing customisations and support issues are handled efficiently by the friendly support team.Angela Carslake, Marketing Manager @ Quantum Design
We run each of our Microsoft Dynamics 365 for Customer Service projects using the Agile project management approach. This is a flexible methodology that consists of robust planning, evolutionary development, efficient budgeting and communication between both the client and our project teams.
We choose to operate using this methodology because it gives our customers greater control over the final solution and ensures best use of budget due to the way they can change the direction of the development and implementation from one ‘sprint’ cycle to the next.
Stat source: Microsoft Whitepaper 2017/Microsoft Customer & Market Research 2017
Any successful Microsoft Dynamics 365 project involves a large amount of resource and planning and c...Read More