CUSTOMER SERVICE

Dynamics CRM enables companies to earn customers loyalty and advocacy for life by providing personalized, proactive and predictive service. Companies can connect their customers via self and assisted service with the right answers to their service inquiries at the right time, via their channel of choice across web, social (sentiment analysis, Yammer/Skype for Business, FB Portals), chat, email, mobile (customer access and agent/supervisor/SME) and phone. Agents are empowered with a single, unified experience to deliver amazing customer experience with cross-channel context. And, business have the tools to stay agile with solutions designed to easily adapt to changing demands, use service intelligence to deliver intent driven outcomes and ensure security, flexibility and reliability.

The challenge for customer service organizations is to support every customer with a personalized, contextual interaction from self to assisted service on any device, while achieving their business goals. Customer Service organizations are now at the epicenter of their company’s ability to differentiate their brand and drive customer loyalty and advocacy. This means having an agile service environment designed to adjust and anticipate the needs of customers and your brand at the pace of innovation.

Delivering exceptional customer experiences means every interaction matters. Over half of today’s customers use web service to find answers to their questions. But if they want to chat or speak to someone they expect a seamless transition to live agent who understands what they’ve already done and their history with the company if they’re an existing customer. Agents who are empowered with the context of the interaction, have access to resources necessary to answer questions and can get everything they need from a single screen are going to be more effective and happier. In fact, happier agents are 2x more likely to impact critical customer satisfaction metrics. While ninety percent of organizations say customer service matters, only thirty percent of customers feel that they truly receive a great customer experience from companies. In fact, 86% of customers are willing to pay more for a better customer experience.

Service by Microsoft Dynamics CRM can help you earn customers for life through cross-channel service, increase agent productivity, channel guidance and adaptive service models.