Customer Service_

Transform your customer interactions into long-lasting relationships by delivering exceptional service, increasing efficiency and driving customer loyalty with innovative solutions.

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We understand Customer Service challenges_ 

We recognise that customer service roles present a unique set of challenges. Juggling high call volumes, tight deadlines and complex customer inquiries can be overwhelming. Access to accurate and up-to-date customer information is essential yet often hindered by outdated systems. Additionally, the pressure to meet performance metrics while delivering exceptional service can create a stressful environment. 

Repetitive tasks, such as handling frequent queries, become monotonous and hinder productivity. Managing difficult customer interactions, escalating complex issues and keeping up to date with product information add further complexity.  

We understand your pressures and are committed to providing solutions that alleviate these challenges. 

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Technology for Customer Services_ 

We work with you to show you how Microsoft solutions can transform the way you interact with customers. Imagine having a single platform to manage customer interactions, from initial contact to resolution. With tools like Dynamics 365 Customer Service, you can access real-time customer information, automate routine tasks and provide personalised support. 

By leveraging AI-powered features, you can enhance customer satisfaction and agent efficiency. Intelligent virtual agents can handle routine inquiries, freeing up agents to focus on complex issues. Advanced analytics can provide valuable insights into customer behaviour, allowing you to identify trends and improve service delivery. 

Let’s work together to create a more efficient, customer-centric and empowered customer service team. 

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A spotlight on Microsoft Dynamics 365 Customer Service_ 

Dynamics 365 Customer Service is a powerful tool designed to help customer service teams deliver exceptional experiences. It offers a unified platform to manage customer interactions, from initial contact to resolution. Some of the key features include:  

Case management: This provides a centralised platform to track and manage customer issues from inception to resolution. Agents can efficiently record interactions, access relevant information and collaborate on complex cases. 

Knowledge base: Empower your agents with quick access to information, enabling them to resolve customer queries efficiently. This centralised repository houses solutions, FAQs and product details, improving first-contact resolution rates. 

Omnichannel engagement: Interact with customers across various channels, including phone, email, chat and social media, from a single interface. This unified view of the customer journey enhances the overall customer experience. 

Customer journey analytics: Leverages data to provide valuable insights into your customers behaviour. By understanding customer preferences and trends, you can tailor your service offerings and improve customer satisfaction. 

AI-powered assistance: Harnesses the power of AI to automate routine tasks, such as initial query handling and provide intelligent recommendations to agents. This frees up your agents’ time to focus on complex issues and build stronger customer relationships. 

Copilot Studio: Enable you to create sophisticated virtual agents capable of handling customer inquiries autonomously. This AI-powered tool can provide initial support, answer frequently asked questions and guide customers through self-service options, improving efficiency and customer satisfaction. 

Customer services FAQs_

How can we improve customer satisfaction and reduce churn?

Delivering exceptional customer experiences is paramount to reducing churn. Implementing a customer-centric strategy, leveraging tools like Microsoft Dynamics 365 for a holistic view of the customer and using customer feedback to drive improvements are essential. 

What tools and technologies can enhance our customer service operations?

Technology can significantly enhance customer service operations. Consider implementing a robust CRM system like Microsoft Dynamics 365 to manage customer interactions, AI-powered chatbots for initial queries and analytics tools to gain valuable customer insights. 

How can we handle increasing call volumes and long wait times?

Implementing efficient call routing, self-service options and AI-powered virtual assistants can help manage increasing call volumes. Tools like Microsoft Power Virtual Agents can automate routine inquiries, freeing up agents for more complex issues. 

How can we measure the performance of our customer service team?

Key performance indicators (KPIs) such as customer satisfaction, average handle time and first-contact resolution rates are crucial. Leveraging analytics tools within your CRM system can provide valuable insights into team performance and identify areas for improvement. 

How can we leverage data to better understand our customers?

Customer data is an invaluable asset. Using analytics tools within your CRM system, you can identify customer segments, preferences and trends. This data-driven approach enables you to tailor your services and improve customer satisfaction. 

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Our specialist team of consultants look forward to discussing your requirements in more detail and we have three easy ways to get in touch.

Call us: 03454504600
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