Top 9 Advantages of Embracing Microsoft Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service is a proficient platform to track and manage customers throughout their customer journey. From the initial prospects of becoming a customer to providing post-deal support services, enterprises feel empowered to offer superior customer experience with Dynamics 365 Customer Service.
Need for Customer Service Tool
Every business face challenges in acquiring and retaining customers for a prolonged period. Businesses often invest vast resources and efforts in accomplishing this task and offer a privileged customer experience. To create a sustainable organization, providing resilient customer service is the key. Another crucial factor is to generate competitive revenue despite all odds to become a front-runner in a race and attain more market share.
Understanding Microsoft Dynamics 365 for Customer Service
Microsoft Dynamics 365 Customer Service is a Customer Relationship Management platform – developed to empower businesses with an interactive customer experience. From the initial customer acquisition procedure to providing end support service, Dynamics 365 Customer Service is here to make your business prosper.
- Aids businesses to learn the complete customer journey.
- Aligns with the business motives and commitment to a brand.
- Establishes fruitful communication between business and customer.
- Supports business in nurturing potential customers over time, transforming them into loyal patrons through meaningful interactions.
- Ensures continuous customer support to maintain customer satisfaction and loyalty.
- Enables businesses to continually add value to customers, reinforcing the relationship and long-term partnership.
Four Types of Customer Service:
| Reactive Customer Service | Proactive Customer Service | Synchronous Communication | Asynchronous Communication |
| Customers initiate contact with businesses to seek assistance. | Businesses take the initiative to provide customer support, often aiming to boost sales and uphold a positive customer reputation. | Businesses interact in real-time with customers, such as phone conversations, where communication happens immediately. | Businesses shift to intermittent communication methods, like text, email, or chats, where responses may not be immediate. |
Top 9 Advantages of Microsoft Dynamics 365 Customer Service
Though there are several advantages of Microsoft Dynamics 365 Customer Service, we have tried to narrow it down to the core 9 advantages to help businesses learn more about Dynamics 365 for Customer Service. Below are the top 9 advantages:
- Understand Wavering Marketing Conditions
- Centralized Database
- Optimized Ticket Management
- Pre-built Knowledge Base and Community Portal
- Real-time Data
- Aggregate View of the Entire Business
- Built-in BI and AI
- Omnichannel support
- East Integration and Customization
Let’s check out these advantages in depth.
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Understand Wavering Marketing Conditions
Varying global situations are the main cause of fluctuating market conditions. Product lineup and stock inventory are often hampered by these wavering demands. However, Organizations can keep track of paradigm shifts in adjusting to market and customer requirements through Dynamics 365 for Customer Service. Once a business attains a distinct understanding of both its customer base and the market trends, it becomes capable of harmonizing its operations to meet customer demands effectively, resulting in elevated customer experience.
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Centralized Database
As is commonly recognized, Microsoft Dynamics 365 operates on a cloud-based framework, and the analogous setup applies to Dynamics 365 Customer Service. Dynamics 365 employs a centralized database hosted on Dataverse, interlinking various processes, departments, and individuals within a cohesive framework. This centralization significantly diminishes the instances of errors and miscommunications.
The consolidation of information allows businesses to effectively monitor vital particulars originating from diverse channels like calls, chats, emails, client records, tickets, and knowledge portals.
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Optimized Ticket Management
Ticket Management optimization is crucial for every enterprise. With Dynamics 365 for Customer Service, businesses can handle, control, as well as track all customer tickets and improve the productivity of the support team.
Customer Service Hub shows all the current and previous tickets. Agents can work simultaneously on multiple tickets, boosting their performance.
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Pre-built Knowledge Base and Community Portal
Microsoft provides a community portal and knowledge base that encompasses a vast repository of information pertaining to Customer Service. This resource empowers both customers and agents to swiftly address issues. Moreover, users have the capability to publish articles and make updates as needed.
The Dynamics 365 Customer Service Community Portal functions as a platform where diverse users can engage in communication to collaboratively resolve queries, obviating the need to initiate a formal ticket.
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Real-time Data
To track the sales journey and customer milestones, businesses have access to real-time data in Dynamics 365 for Customer Service. Employees can effectively build an end-to-end case management network by utilizing this platform. Employees can take strategic decisions and update customer ticket status in real time.
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Aggregate View of the Entire Business
All businesses have multiple systems that need to be unified into a single network. Eradicate the data isolation by integrating several solutions into a holistic 360-degree view. With Microsoft Dynamics 365 Customer Service in place, businesses can propose personalized customer service at different intervals in the customer’s journey. Keep track of ticket status, view customer profiles, manage earlier interactions, and many other activities on a single platform.
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Built-in BI and AI
Automating repetitive, monotonous tasks with the built-in Artificial Intelligence (AI) and Business Intelligence (BI) capabilities of Microsoft Dynamics 365. Using the AI competencies, allocate tasks to agents for quicker issue resolution.
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Omnichannel support
Using multiple communication channels such as text, calls, emails, and chats, sales agents initiate contact with customers. To offer seamless Omnichannel support, Customer Service integrates these channels, resulting in consolidated communication records and improved customer experience. Through Dynamics 365 for Customer Service, customer information gathered from the diverse channels is displayed on a unified dashboard. This obviates the need for customer representatives to expend energy on data collection and analysis.
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Easy Integration and Customization
Microsoft Dynamics ecosystem has a range of specialized applications to cater to distinct business requirements. One notable advantage of being part of the Dynamics 365 suite is the seamless integration of native Microsoft applications, which significantly bolsters overall functionalities.
When it pertains to tailoring a Dynamics 365 ERP or CRM solution, Microsoft grants considerable adaptability. Collaborating with your chosen Microsoft Dynamics implementation partner such as DynaTech empowers you to enact specific customizations, ensuring the solution harmonizes precisely with your distinct business prerequisites.
Wrapping Up
Gain the benefits of Microsoft Dynamics 365 Customer Service and achieve higher customer engagement and satisfaction. Customize Customer service to meet your requirements by joining forces with an apt Microsoft partner. DynaTech is a reputed Microsoft Gold-certified partner, excelling in Microsoft Dynamics 365 field for over a decade. Get in touch with us to start your Microsoft Dynamics 365 journey.