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Speak with a Dynamics 365 expert
Microsoft Dynamics 365 Customer Service is a powerful business application that uses in-built intelligence to enable businesses deliver faster, personalised support to their customers for improved retention and reduced complaints.
It also saves your customer service teams’ significant time, allowing them to close cases faster and answer queries better, without leaving them feeling overwhelmed by high volumes of interactions.
By enabling agents to take customer requests from any channel, handle multiple sessions at a time, and utilise productivity tools to enhance workflows, Dynamics 365 Customer Service truly puts both the agent and customer at its heart.
Speak with a Dynamics 365 expert
Dynamics 365 Customer Service offers a comprehensive solution for businesses seeking to enhance their customer support operations. It provides a unified platform for managing customer interactions, empowering organisations to drive customer satisfaction.
One of the key benefits of using Dynamics 365 Customer Service is its ability to streamline and automate various customer service processes. From case management and knowledge base management to omnichannel communication, Dynamics 365 offers a suite of tools that can help businesses improve efficiency and reduce response times. By automating routine tasks, customer service agents can focus on providing personalised support and resolving complex issues.
The platform also offers insights into customer behaviour so you can gain a deeper understanding of their needs and identify areas for improvement.
Speak with a Dynamics 365 expert
Unify customer context: Gain a comprehensive view of customer interactions across multiple channels for consistent support
Omnichannel: Support customers through various channels, including email, phone, chat and social media, so a message is never missed
Case management: Efficiently manage customer cases, track their progress and assign them to appropriate agents for resolution
Improve agent knowledge: Create a central knowledge base to empower agents with the information they need to resolve customer queries faster
Automated: Automate routine tasks, such as case routing and email templates, to improve efficiency and reduce agent workload
Data-driven: Gain valuable insights into customer satisfaction, agent performance and overall service effectiveness through advanced analytics and reporting
Integrated: Seamlessly integrate with other Microsoft products, such as Outlook and Teams, for enhanced collaboration and productivity
Mobile accessibility: Access and manage customer cases on the go with the Dynamics 365 Customer Service mobile app
Infinity Group offers strategy, consulting and managed services that enable us to support every facet of your needs as you implement Dynamics 365 Customer Service.
We start by assessing your business objectives and customer needs to define the capabilities you need and how Dynamics 365 Customer Service aligns with your existing IT strategy. Then we work with you to create a thorough business case that guarantees cross-organisation buy-in.
We’ll then support you in the end-to-end implementation of your solution, using our unique methodology to deliver transformative value and guide you smoothly from requirement definition to go-live. We can work with your end users to train and mentor them in the use and management of Dynamics 365 Customer Service, while providing the tools you need for ongoing success.
And, if you want ongoing support, we can provide services for break fix support, application monitoring, “how-to calls” and delivery of minor change to your platform, as an extension of your IT support organisation. This includes helping you to assess Microsoft’s twice-yearly update releases, allowing you to gain evergreen value from Dynamics 365.
A single solution: Gain a view of customer interactions across multiple channels in one place, for consistent support and streamlined management
AI-powered insights: Leverage artificial intelligence to gain valuable insights into customer behaviour, identify trends and predict future needs
Integration with Microsoft Teams: Seamlessly integrate with Microsoft Teams for enhanced collaboration, knowledge sharing and communication within your customer service team
Virtual agent: Deploy a virtual agent to handle common customer inquiries and provide 24/7 support without increasing resource levels
Microsoft offer three pricing options for Dynamics 365 Customer Service. These are:
To better understand the difference between each plan and what would suit your business best, we recommend speaking to one of our Dynamics 365 experts.
Dynamics 365 Customer Service integrates with a variety of Microsoft products and third-party applications.
One of the most significant integrations is with Microsoft 365. This integration allows for seamless communication, collaboration and knowledge sharing within customer service teams. Additionally, Dynamics 365 Customer Service can integrate with Outlook, enabling agents to manage customer interactions, schedule appointments, and track email communications.
Beyond Microsoft 365, Dynamics 365 Customer Service can also integrate with various third-party applications, such as CRM systems, marketing automation tools, and live chat platforms.
Many business roles can leverage Dynamics 365 Customer Service, including:
Dynamics 365 Customer Service can help businesses reduce costs by streamlining and automating various customer service processes, such as case management, knowledge base management and email templates. By automating routine tasks, businesses can reduce the time and resources required to handle customer inquiries, leading to cost savings.
It can also improve agent productivity by giving access to relevant information and tools. Agents can work more efficiently and resolve issues more quickly, leading to reduced labour costs.
Dynamics 365 Customer Service enhances service quality by providing a comprehensive view of customer interactions, empowering agents with the tools and information they need to deliver personalised and efficient support.
Using the data insights within the tool, you can also identify areas for improvement, allowing you to continuously optimise your service to delight customers.
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