Boost Consumer Engagement with D365 for Customer Service

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October 9, 2018 - by Kewal Shah

Prioritizing customer service is a key strategy for earning more business. It’s the leading indicator for measuring customer loyalty, identifying unhappy customers, reducing churn, and increasing revenue. It’s also a key point of differentiation which helps in attracting new customers in a competitive business environment. Microsoft Dynamics 365 for Customer Service helps organizations grow through customer acquisition and loyalty. It offers all the tools required to keep customer data safe and organized in one place while providing an exceptional customer service experience.

Importance of Customer Service

Customer service plays a crucial role in every business. With an effective customer service strategy in place, you can:

Prioritize cases and customer complaints in terms of their urgencies. This helps you focus on critical issues, while simultaneously sending the message to customers that they are important to your organization – it shows them you care.

Boost number of returning customers as prompt customer service increases customer satisfaction, and generates positive word-of-mouth and reputation. This leads to a steady increase in the frequency with which customers do business with you.

Precisely understanding customer needs and wants drives successful cross-selling and up-selling.

Increasing Consumer Engagement with Dynamics 365 for Customer Service

Microsoft Dynamics 365 for Customer Service enables organizations to efficiently manage customer service; with capabilities across case management, knowledge management, social customer service, and communities and collaboration, it offers assisted-service, self-service, and social channels for both cloud and on-premise deployments.

Using Microsoft Dynamics 365 for Customer Service, you can engage with customers across different channels and automate and streamline predictable and repeatable inquiries. It also helps customer service agents to be more efficient and productive, while ensuring customers experience high quality, effective interaction at all times.

Seven Ways Dynamics 365 Helps Boost Customer Engagement

With Dynamics 365 for Customer Service, you can maximize brand loyalty and drive better value by allowing customers to engage on their terms, whether it’s through self-help, agent-assisted, or onsite service. Here are 7 ways in which you can boost consumer engagement with Dynamics 365 for Customer Service:

1. Efficiently automate and streamline processes for optimal outcomes

Record all customer interactions related to a case and track customer issues through cases. You can also create and track service levels through SLAs and assign the right case to the right resource with help of schedule boards. AI-driven chatbots automate resolution and help free up agents for critical interactions.

2. Empower agents

Make it easier for both customers and agents to create effortless support experiences through self-service portals, community platforms, and social channels. Intelligent automation surfaces the relevant information so agents can get the right guidance to solve every customer issue with ease. Using machine-learning driven recommendations, agents can efficiently upsell and cross sell, and capitalize on revenue opportunities.

3. Personalize interactions

Deliver unmatched value at every touchpoint. Get a 360-degree view of each customer’s journey to anticipate customer needs and personalize every interaction. By having contextual, personalized, and relevant interactions, you can learn from your customers, improve the service experience, and meet (or even exceed) the expectations of modern customers.

4. Drive cross-channel engagement

Enable end-to-end service engagements across channels – including social media – across devices. A unified platform ensures context and consistency, enabling you to intelligently route cases from any channel to the right agent for quick resolution and deliver personalized service with minimal customer effort. It also makes it easy for customers to find answers through self-service, community, or social channels.

5. Be relevant and proactive

Improve the customer experience by leveraging built-in intelligence and predefined service processes across multiple channels. Interactive dashboards and data visualizations provide instant insight into customer behavior, allowing you to proactively tap into trends and identify sales opportunities at an early stage.

6. Achieve adaptable customer views

Create adaptable views that accurately represent customer structure and hierarchy. You can also choose from alternate layouts and present the right information to the right user at the right time.

7. Connect with other apps and services

Drive innovation by tailoring, extending, and connecting to other apps and services such as field service, case management and customer portals. You can efficiently drive innovation by connecting to different apps and services of your choice. Gain the power to resolve issues with predictive analysis by analyzing data from other connected devices; you can also connect with third-party systems and environments to boost customer experiences.

Drive Revenue

Every customer interaction matters in customer service – no matter what channel the customer uses, what device, or what time of the day. Since today’s highly demanding customers expect quick and personalized service, providing a satisfying experience is what matters.

Dynamics 365 for Customer Service helps organizations respond faster to customer service issues. By empowering employees to deliver consistent, efficient customer care, you can enhance engagement, create long-term relationships, and drive substantial revenue.

Learn more about using Microsoft Dynamics 365 and the next generation of business applications to improve customer experiences.