Enhance your customer service with Dynamics 365 Customer Service.
Empower your customer service with Dynamics 365 Customer Service: manage all requests from a single platform using the power of cloud and artificial intelligence, and create seamless experiences to build customer loyalty.
Boost customer service with Dynamics 365 Customer Service
Deliver proactive, connected, and personalized customer service with Dynamics 365 Customer Service
Improve customer service and optimize support workflows
With Dynamics 365 Customer Service, you simplify processes, reduce response times, and enhance customer satisfaction. Here’s how it works in practice.
Integrated Omnichannel Management
- Single multi-channel support platform: manage email, phone, chat, social media, and self-service portals from one place.
- Smart ticket assignment: automatically assign each request to the right agent based on priority, skills, and availability.
- Consistency in customer experience: ensure smooth, traceable, and personalized interactions at every touchpoint.
Always-available Knowledge Base and Self-service Portals
- Create and update resources: publish tutorials, guides, and FAQs accessible 24/7 for customers and agents.
- Personalized self-service access: allow customers to open tickets, consult resources, and track their requests independently.
- Reduce repetitive requests: ease team workload and focus on higher-value interactions.
Workflow Automation and AI Assistance
- Operational workflow automation: create personalized workflows to eliminate repetitive tasks and increase productivity.
- Real-time suggestions with Copilot: assist agents with AI-guided answers during case handling.
- Predictive issue detection: identify recurring topics with topic clustering and act proactively.
Analytics, SLA, and Continuous Improvement
- KPI Monitoring: view SLA, response times, and customer satisfaction via customizable dashboards.
- Advanced SLA management: set differentiated service levels and receive automatic alerts if thresholds are exceeded.
- Feedback-based optimization: collect customer opinions and sentiment to continuously improve service quality.
Innovio and Dynamics 365 Customer Service: together for customer service that makes a difference
Innovating your customer service may seem like a complex challenge, but with Innovio by your side it becomes a simple journey tailored to your company.
Our team guides you step by step: we analyze your processes, configure the platform based on your needs, train your team, and ensure continuous support even after go-live. This way, every interaction becomes a personalized, seamless, and high-value experience.
The answers you’re looking for: FAQ about Microsoft Dynamics 365 Service
Absolutely. It’s a scalable and modular solution: you can start with the essential features and expand as your company grows.
Can I customize the solution based on my business needs?
Yes. As a Microsoft CRM solution, Customer Service offers a smooth, integrated, and highly customizable experience: you can configure flows, dashboards, modules, interface, and automation based on your processes.
Which channels can I manage with Dynamics 365 Customer Service?
You can manage email, phone, live chat, social media, self-service portals, and other custom channels. All from a single interface, for seamless omnichannel service.
How does the integrated knowledge base work?
With Customer Service, Microsoft Dynamics CRM software, you have a centralized space to create, update, and share support articles and resources. Customers find answers on their own, and agents resolve requests faster.
How does artificial intelligence improve customer service?
AI suggests responses to agents, analyzes conversation sentiment, identifies recurring topics, and anticipates potential issues. This enables your service to act proactively and efficiently.
Can I set SLAs and monitor them in real time?
Yes. You can define custom SLAs for different request types, monitor deadlines, and receive automatic notifications in case of delays or issues.
Does Dynamics Customer Service integrate with other Microsoft tools?
Yes. This Microsoft Dynamics CRM integrates natively with Sales, Teams, Outlook, Customer Insights, Power Platform, and other Microsoft solutions, ensuring smooth and uninterrupted data flow.
How is data security ensured?
Microsoft applies high security standards: encryption, backup, access control, and compliance with international regulations such as GDPR and ISO.
How long does it take to implement Dynamics Services?
It depends on the complexity of the project. A standard implementation may take a few weeks, while more advanced and customized projects may require longer timelines.
What kind of support does Innovio offer?
We support you in every phase: from initial consultation to configuration, training, and post go-live support. This way you can leverage the full potential of Microsoft Dynamics 365 Customer Service from day one.
Want to know more?
Get in touch with our professionals.
Our customer support team is ready to provide all the answers you need.
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