Overview
Social and mobile have transformed customers’ expectations. Customers expect quality, personalized service—on their terms—across the web, social, mobile, and phone. With Microsoft Dynamics 365, you can earn customers for life by providing relevant, personalized assistance—at any time and via any channel. Empower your agents with everything they need at their fingertips to deliver amazing customer experiences.
Multichannel Service
Enable customer service engagement across web, social, chat, mobile, and phone, including customer self-service and social care. Provide channel context for personalized experiences with minimal customer effort using Parature and Microsoft Dynamics CRM.
Unified Service Desk
Provide agents with a single, unified experience to easily deliver fast, amazing customer service. Agents can access every source of information they need, across diverse environments, to provide a more personalized, effective standard.
Enterprise Case Management
Stay on top of your cases from your desktop or mobile. Enable your agents to deliver world-class case management while providing differentiated levels of support, with entitlements and service level agreements.
Knowledge Base
Connect the right person with the right knowledge at the right time to answer client needs, whether it’s customer self-service or your employees. Provide rich media, including images, videos, and real-time blogs and feeds with Parature.
Social Customer Service
Deliver customer care on social channels. Listen and analyze interactions at scale. Create cases based on social interactions, and use social data, like sentiment, to trigger workflow and handing.
End to End Customer Experience
Microsoft Dynamics 365 covers all the aspects of the customer experience, from pre-sale support to post-sale services.
Your staff can use Microsoft Dynamics 365 to analyze structured data, unstructured data, and even previously unknown information to stay agile, quickly identifying new market and customer trends.
This allows your marketing, sales, and customer related teams to stay ahead of the curve, predicting customer needs and problems before they arise.
Anticipating customer needs and customer responses is an important part of creating a positive, effortless experience for each customer.
By gathering expert insights from across your entire organization, Microsoft Dynamics 365 gives you the resources necessary to avoid rote scripts and checklists and engineer every interaction specifically to fit the individual customer.
Internal data gathered by Microsoft Dynamics 365 from previous customer interactions allows your customer-service team to predict downstream issues that may occur and to proactively resolve these issues quickly and with minimum hassle to the client.
Next issue avoidance reduces costs to your company and to your customer, ensuring happy, healthy businesses.
