PERSONALIZE SERVICE across channels with AI-enabled insights to proactively resolve problems and ensure peace of mind
- Empower customers to solve issues on their own or with the help of virtual agents to increase CSAT
- Deliver personalized, value-add experiences to create brand advocates
- Anticipate needs and avoid issues to build trust and earn lifetime customers
EMPOWER PEOPLE with the right tools to intelligently handle routine requests and assist to resolve more complex issues
- Intuitive agent experience speeds onboarding and avoids escalations
- Dynamic guidance to the right action ensures quick and accurate resolution
- The right resources and data from any source surfaced through AI and automation improves productivity
UNIFY TECHNOLOGY to simplify and humanize orchestrated experiences through a 360-degree view of customer journeys
- Easily adapt to quickly changing demands to meet customer expectations
- Deliver critical insights in real time to continuously improve processes and drive results
- Create a customer service culture across the enterprise to differentiate your brand
Dynamics 365 Customer Service Insights
- Assess overall performance and identify problem areas with the ability to respond quickly through better visibility and insights
- Identify current and emerging trends to proactively address and adapt, reducing customer effort and building loyalty
- Identify key drivers to improve first time resolution rates, average handle times, and other KPIs, reducing the cost to serve
Dynamics 365 provides a full omnichannel experience to help you personalize service across all channels. AI-enabled insights provide the ability to proactively resolve problems and ensure peace of mind.
- Omnichannel engagement: Meet customers on the channel of their choice.
- Intelligent customer care: Automatically detect sentiment and intent on social posts and route as customer service cases.
- Collaborate efficiently: Workflow and collaboration capabilities for more personalized, effective customer engagements.
- Detect trends: Analyze sentiment and themes to proactively identify service issues or concerns.
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