Customer expectations have constantly been on the rise. It has become apparent in this current business landscape, that if you want to separate yourself from competitors, you must have a superior customer experience. Organizations that understand this can perceive, adapt, and prosper from the ever-changing demands; ones that are not able to recognize this trend will eventually fade from the competitive market.
This realization is backed by this compelling data: Microsoft reports that “Should those expectations fall short, 58% of customers show little hesitation in severing the relationship.” (Microsoft Global State of Customer Service).
Create Trusting and Loyal Customers
Our goal is to help you create trusting and loyal customer relationships using Microsoft Dynamics 365 Customer Service.
A trusting customer is rare in this day and age. With so many competing sources vying for their attention, it can become easy to feel overwhelmed. Dynamics 365 Customer Service cuts through the noise by creating a transparent and simple experience for the customer.
A great example of this is the Omnichannel feature. Through this tool, agents are enabled to communicate via the customer’s choice of platform. If customers prefer to talk via Website Live Chat, the agent is ready to talk. If they want to text, agents have the power to use SMS messaging. Even if they want to use their favorite social media service, like Facebook or Twitter, agents can easily service their requests through Omnichannel. This simple choice puts your customers at ease, and thus builds up your reputation as a trustworthy organization.
Enabling the Agent
So far we’ve talked a great deal about the customer but let’s switch to the other side of the conversation – the support agent.
Here’s some key features of Dynamics 365 Customer Service that empower agents to meet any request they encounter:
Key Case Information: Agents are always provided with the important information regarding their case through a holistic view of the customer’s profile and past engagements with the customer, so that the agent is never caught off guard. This information can be configured to show in-depth insights before a meeting, or quick at-a-glance information to see summaries of the info for while the agent is on the call.
Recommended Information: As they are interacting with the customer, agents are also being fed AI-suggested insights that could be useful. An example of this would be recommended articles or case studies based off the detection of real-time clues. By referencing back to these insights, agents can get issues solved quicker and more reliably.
Get Feedback Quickly: Dynamics 365 Customer Voice is a powerful tool included with the Customer Service Enterprise solution. Through crafted surveys and responses, companies can receive insights on how to best meet the customer’s expectations. There’s always underlying problems and solutions, and by hearing directly from your customers, the issues can be resolved in the most efficient way.
These three quick examples only scratch the surface of what’s possible with Dynamics Customer Service, where agents are enabled to best fulfill the customer’s needs.
The Right Agent for the Right Assignment
With this solution, companies can also be at ease knowing that the right case is being paired with the right agent. A big factor for this is a concept called unified routing.
Before you can understand unified routing, you first have to understand queue-based routing. With queue-based routing, organizations systematically direct customers to the relevant queue that would hopefully resolve their request. Then the companies’ agents look through the queue and pick out the service request that is relevant to them, and then handle the request.
This archaic process is transformed with unified routing. “The intelligent routing service in Customer Service uses a combination of AI models and rules to assign incoming service requests from all channels (cases, entities, chat, digital messages, and voice) to the best-suited agents. The assignment rules take into account customer-specified criteria, such as priority and autoskills matching. The new routing service uses AI to classify, route, and assign work items automatically, thereby eliminating the need for constant queue supervision and manual work distribution to offer operational efficiencies for organizations.” (Microsoft Unified Routing Documentation).
In short, by using the new and advanced tools that come within the Dynamics Customer Service package, you can ensure that your cases will efficiently be moved to the right agent to meet the customer’s expectations.
What are my Next Steps Towards Dynamics 365 Customer Service?
Since 1994, Turnkey Technologies has been serving Midwest and national clients of all types of businesses. We strive to make meaningful relationships with our customers, understand their business processes, and provide solutions that address present needs and consistent guidance for achieving long-term goals.
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