Dynamics 365 for Customer Service

CRM solution which enables to acquire long-term customers, thanks to customize experiences and to a high quality service in every channel.

Microsoft Dynamics 365 for Customer Service improves customer services through a unified end-to-end experience supporting every channel. In this way customer loyalty increases and the support to agents is granted.

Omni-channel engagement

Support your customers wherever and whenever they need it. Deliver the personalized, consistent service customers expect across their choice of device and channel—including social media.

  • Use a unified platform for consistency and visibility across channels
  • Get deeper insights with a 360-degree customer view
  • Personalize interactions based on past interactions and behavior
Dynamics 365 for Customer Service: omnichannel engagement
Dynamics 365 for Customer Service: Self-service and community

Self-service and communities

Make it easy for your customers to find answers on their own, as well as access a community space to connect with peers and subject-matter experts. And when they require it, customers can seamlessly transition to assisted support.

  • Offer access to customer service anytime, anywhere
  • Deliver real-time service that’s optimized for any mobile operating system and device

Agent enablement

Give your agents the tools, guidance, and data they need to resolve issues. Agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service.

  • Support agents with a visual interface that delivers role-tailored experiences
  • Manage cases faster and provide differentiated levels of support
  • Speed resolution using machine learning and advanced analytics capabilities
Dynamics 365 for Customer Service: Agent Enablement
Dynamics 365 for Customer Service: Unified knowledge

Unified knowledge

Access and deliver consistent answers across channels using a searchable knowledge base. Personalize content on the portal for customers and measure response impact through in-depth analytics.

  • Deliver the right answers at the right time across channels
  • Capture content from social media, service interactions, and experts
  • Understand how your knowledge base is being used with rich analytics, helping you improve and add information based on customer needs

Digital Intelligence

Enable predictive customer service using data analytics built into your customer service software. Identify trends, anticipate opportunities, and gain invaluable insights through interactive dashboards and data visualization capabilities.

  • View real-time key service metrics through fully customizable dashboards
  • Automatically detect sentiment and intent on social posts using built-in intelligence
  • Resolve issues faster by using machine learning to reference relevant articles and cases
Dynamics 365 for Customer Service: Digital intelligence

Microsoft Dynamics 365 for Customer Service: overview

Earn customer loyalty

Minimize customer effort, proactively address issues, and deliver more personalized, seamless service

Empower every agent

Give agents the knowledge they need to deliver faster, more consistent service

Adapt to changing needs

Anticipate and react quickly to customer, business, and market demands using a customer service software application with intelligence built in

Would you like to learn more about our Customer Service CRM solutions based on Microsoft Dynamics 365?