With the right information, your agents will provide consistent answers to customer questions across channels. Dynamics 365 for Customer Service produces a dynamic interface optimized to drive the next best action and contextually serves up tools, guidance, and data to agents throughout the interaction, including information or assets from third-party applications.
Your busy customers should be able to access their account information and find answers to their questions on their own through a branded, personalized experience. A self-service portal with a searchable knowledge base and online community space will provide expert care and peer-to-peer options. If this is not enough, make it easy for customers to transition to assisted support.
Your agents are constantly on the go in today’s fast-paced work environment. Their tools should be able to keep up. Provide a single user interface for agents to handle service interactions, whether using their desktop or mobile device, with Dynamics 365 for Customer Service.
Relevant data empowers every role in the organization to have a positive impact on business outcomes. Interactive dashboards and data visualizations make it easy to make predictive and proactive customer service decisions. By pulling insights from various sources, including social, you can easily identify trends and anticipate opportunities, identify cross-sell/up-sell opportunities, explore what-if scenarios, improve service metrics and performance, and identify best practices.