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.
Additionally, a step-by-step guide is also available in the form of Agent Scripts to guide a new agent through the case resolution process. By following these scripts, you can ensure the accuracy and legal compliance of the information shared while also providing faster resolution for the customer.
But what helps the most are the Macros in the system. Macros are a set of sequential actions that can be entirely automated and remove all the manual clicks and errors from the process. These could be a series of tasks, such as creating a case, sending an acknowledgement email and adding the call notes to the case.
With this and many other capabilities within Dynamics 365, Customer Service teams across the globe are able to recognize and quickly support customers in a personalized and secure manner. With access to AI-Driven technology and the right information at the right time, the impact is outstanding:
- 80% Decrease in case backlog
- 73% Reduction in average agent handling time
- 50% Time savings from improved agent productivity
Results from a government agency interviewed for The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, 2020, a commissioned study by Forrester Consulting
These reduced wait times, quick resolutions and personalized communications result in exceptional customer experiences and increased customer satisfaction. And Omnichannel for Customer Service gives your agents the tool they need to deliver on that promise.
So, are you ready to deliver exceptional customer experiences and make your agents happier? Reach out to us at email@example.com to get started today!