Benefits of using D365 Customer Service:

• Empowering Agents – Take customer requests from any channel, enhancing their workflow and productivity. Case management tools empower your agents helping them adapt to new customer requirements, resolve requests faster and predict future trends while making every interaction count. Access instant case data and easily differentiate support responses based on contractual SLAS prioritising client issues.
• Self-Service & Insights – Deliver information and answers that satisfies your customers’ needs by using embedded AI-driven insights from cases. Better handle complaints and support cases and spot emerging issues and resolve them before impacting other customers.

D365 Customer Support Functionality:

Discover all the app experiences to choose from for enhancing customer service, depending on your organisation’s needs:

• Track customer issues through cases
• Record all interactions related to a case
• Share information in the Knowledge Base
• Create queues and route cases to the right channels
• Create and track service levels through Service-Level Agreements (SLAs)
• Define service terms through Entitlements
• Manage performance and productivity through reports and dashboards
• ShapeCreate and schedule services
• Participate in chats
• Manage conversations across channels

Provide Self Service Options

• Activate Virtual Agents for Modern Self-Service Solutions – Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.
• Give Customers Direct Access to your Knowledge Base – Deliver immediate access to the right content at the right time on the right channel.
• Share Knowledge through Community Portals – Collaborate, share tips, and glean rich insights from experts and external users.

Tailor Customer Engagements

• Get a 360 view of your Customer – Give your agents a holistic view of the customer’s profile and previous interactions with your support team.
• Help Customers Engage on their Terms – Omnichannel support delivers consistent, connected experiences across channels, including voice, chat, text, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line – all from a unified agent desktop.
• Anticipate Customer Needs – Get at-a-glance views of the customer’s conversation summary, support history, and recent cases.
• Automatically Assign Requests to the Best-Suited Agent – Resolve issues faster by using AI and rules to classify, prioritise, and assign customer support inquiries from all channels to the most qualified agent.

Elevate Agent Effectiveness

• Help Agents Get Answers Faster – Get AI-powered suggestions that use real-time context cues to recommend similar knowledge articles, or cases, and reference those resources to resolve customers’ issues quickly.
• Multitask with Ease – Give agents the option to work across multiple open cases without losing context or work in progress.
• Strengthen cross-team collaboration – Use Microsoft Teams, embedded into the agent desktop, to connect with remote subject-matter experts to resolve complex cases quickly.
• Act on Customer Feedback – Combine customer data with survey insights from D365 Customer Voice, included with D365 Customer Service.
• Streamline the Knowledge-Search Experience – Give agents the information needed to resolve issues quickly by connecting disparate database resources with federated knowledge search.

Optimise Service Operations

• Analyse Comprehensive Support Insights – Using built-in AI, detect emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management to enhance support delivery.
• Adapt Quickly to Real-time Customer Sentiment – Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations towards a positive resolution.
• Monitor Success with Unified KPIs – Get actionable insights and improved visibility into how agents and support topics are affecting organisational key performance indicators (KPIs).
• Understand Agent Behaviour with Knowledge-Search Insights – Identify knowledge-article gaps by analysing the topics agents are searching for to help resolve customer issues.

Deliver Proactive Service with IoT

• Proactively Fix Device Issues – Send remote commands using IoT to resolve issues before customers even notice.
• Enhance Support with Integrated IoT Alerts – Identify devices in need of attention using the embedded alerts in the agent dashboard.
• Monitor Device Health Index – Monitor real-time device readings to identify devices that need attention and confirm that fixes were effective.