The key to success in today’s highly competitive business environment is to provide an exceptional customer experience. To ensure customers keep returning, companies must create personalized and engaging experiences that are both differentiated and memorable. However, between phone calls, emails, portals, SMS and chat requests, organizations struggle to provide consistently exceptional customer experiences across all channels. Dynamics 365 Omnichannel for Customer Service is a business application that can help.
Dynamics 365 Omnichannel for Customer Service gives you one interface to receive and manage requests from all the various communication channels so you can meet your customers where they are.
With its robust set of routing rules and AI capabilities, it can identify and engage the best agent for this case. Not only that, but it can also automatically identify the customer, validate their identity and display the Customer 360 view. The Customer 360 view provides you with the history of all their communications and open cases, enabling you to have a personalized and engaging dialogue with this customer.
Dynamics 365 also offers a knowledge base integration that prompts relevant articles that can be sent to the customer with one click and shows similar cases you can reference. You can also use personalized message templates for quick replies, get real-time sentiment analysis and collaborate with your team.
- 80% Decrease in case backlog
- 73% Reduction in average agent handling time
- 50% Time savings from improved agent productivity