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Using Dynamics 365 for Customer Service

Posted by IES on May 23, 2018 10:04:00 AM

pexels-photo-590519Dynamics 365 is the perfect tool to help organizations improve their customer relationships. Most companies still believe that customers are the center of the universe. That’s exactly why Microsoft calls Dynamics the “customer service hub.” They designed Dynamics 365 CRM as a way to improve relationships, increase sales, and keep businesses in the black.

This article will look at some of the features and benefits of using Dynamics 365 for customer service.

How Can You Use Dynamics 365 for Customer Service?

Having a tool like Dynamic 365 for customer service helps companies create a culture of excellence in client retention. Why is this important? Because 86% of buyers will pay more for a product or service if it comes with better customer care, according to a poll by SuperOffice.

The customer experience still matters, whether your company sells products in a brick and mortar store, or services on the internet. Forrester says the customer experience should be “a systematic reinvention of established technology, data, and operations – leveraging automation, data, and agents together to exploit each of their unique strengths.”

We think that’s a pretty good definition of Dynamics 365 for customer service. With this tool you can:

  • Set up cases to track customer problems.
  • Record all interactions with the client.
  • Create and share information in a knowledge base repository for other departments such as sales.
  • Create queues and route customer cases to different departments.
  • Allows for customer service workflows to be automated or assigned to staff.
  • Track service level agreements (SLAs).
  • Manage customer service performance resolution and productivity with dashboards and customizable reporting features.
  • Schedule services for customers.

All of these activities can be accomplished on any digital device. What all these features really amount to for the customer is a seamless, personalized experience. Customers want answers and using Dynamics 365 for customer service means you will be able to engage and solve problems – fast. 

But not all customers want personal interaction. Forrester says “self-service interactions have overtaken all other channels for the third year running.” For those clients, Microsoft offers a self-service portal in Dynamics 365 for customer service. They actually can search the online community and connect with other people that have had the same issue. The same knowledge base feature is available to your clients, allowing them access to data from other clients as well as the ability to contact customer service teams.

Getting the Right Tools

One negative experience with your customer service team and the bad news can spread like wildfire on the web. But launching and maintain a positive relationship with your clients requires the right tools for the job.

What would the ROI be if you improved customer relationships? Would it benefit your organization if your staff saved time by having all data in one place or if automation tools could speed up processes and make them more efficient?

Dynamics 365 can do all these things. Contact IES to take a test drive and see what great customer experience looks like.

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Topics: Dynamics 365