User Review
( votes)Dynamics 365 Omnichannel for Customer Service provides a robust suite of tools designed to enhance customer experiences across various communication channels such as chat, SMS, email, and phone calls.
By integrating these channels into a single platform, Omnichannel allows customer service agents to access all necessary information and maintain context, ensuring seamless and effective interactions. This streamlines workflows and ensures customers receive high-quality service, regardless of how they choose to reach out.
Improve the Customer and Internal User Experiences
Dynamics 365 Omnichannel empowers both customers and agents through features like Supervisor Insights, AI Assistance with Microsoft Copilot, and automation tools. Supervisors can monitor live call metrics and intervene when necessary, while AI tools assist both customers and agents by providing relevant knowledge-based articles and case summaries. Additionally, automation features such as quick replies save time on repetitive inquiries. The Customer Service Workspace further consolidates all essential information, equipping agents with the knowledge needed to handle customer interactions effectively.
You can also set up a customer self-service portal that contains knowledge-base articles and videos that might provide them with answers before they even have to speak to a live agent.
Common use cases for Dynamics 365 Omnichannel include:
- Reducing long hold times through efficient routing
- Minimizing the need for customers to repeat their issues with real-time transcripts
- Increasing first-call resolution rates with knowledge articles and Smart Assist.
By leveraging Omnichannel, companies can significantly improve their customer service operations, resulting in higher customer satisfaction and more efficient workflows.
Reach out to Stoneridge Software to Learn More About Dynamics 365 Omnichannel
Our Dynamics 365 Customer Experience team can help you implement Dynamics 365 Omnichannel and equip your customer service team to provide your customers with excellent experiences. Get in touch with us to learn more.
Additional Resources:
Want to Learn More About Omnichannel or other tools that can improve your customer service processes? Check out the Stoneridge Blog or YouTube channel. Here are some specific resources to help get you started:
From the Stoneridge Blog:
- Dynamics 365 Omnichannel for Customer Service: Elevate Your Customer Experience
- Establish a Great Customer Experience with Dynamics 365 Omnichannel for Customer Service
From the Stoneridge YouTube Page:
Dynamics 365 Omnichannel for Customer Service: An Overview:
Mastering Dynamics 365 Omnichannel Features: A Step-by-Step Guide:
How to Stay Ahead of the Curve: Unleashing the Power of Digital Self-Service for Business Success:
Client Success Stories:
- Manufacturer Implements Omnichannel for Customer Service to Streamline Interactions, Enhance Support Experience
- Hearing Technology Leader Adopts Dynamics 365 Customer Insights to Drive Revenue and Operational Gains
The post Empower Your Customer Service Team with Dynamics 365 Omnichannel appeared first on CRM Software Blog | Dynamics 365.
