Evaluating Your Organisation’s Customer Service Capabilities with the Microsoft Service Sophistication Model
Understanding and enhancing your organisation’s customer service capabilities can be challenging. The Microsoft Service Sophistication Model framework offers a structured approach to assess and improve your customer and employee service experience.
Why Transform Your Contact Centre?
A contact centre transformation is crucial for fostering and maintaining trust with your customers. The Microsoft Digital Contact Center platform provides a comprehensive suite of engagement functionalities to modernize your contact centre and elevate your customer service capabilities.
The Microsoft Service Sophistication Model
The Microsoft Service Sophistication Model is a 4+ level framework designed to help organisations evaluate their current service capabilities and develop a roadmap for improvement. This model offers insights into customer service maturity and how it impacts customer experience, satisfaction, and engagement. Advanced features of Dynamics 365 Customer Service can propel organisations through this maturity model, enhancing their service delivery.
Levels of the Service Sophistication Model
Level 1: Standard At this initial level, organisations operate with basic customer service functionalities. They may use standard communication channels but lack advanced integration or multichannel approaches. Key considerations at this stage include defining desired service capabilities and determining starting points for improvement.
Level 2: Organised Organisations at this level have invested in more sophisticated customer service tools, such as portals created via Power Pages within Dynamics 365 Customer Service. They use metrics to improve service and remove inefficiencies but may still struggle with knowledge management and actionable insights.
Level 3: Transformative Transformative organisations adopt proactive service delivery methods, leveraging tools like unified routing and machine learning to assign the best-suited agents. They focus on enhancing customer relationships and service experiences with advanced insights and analytics, automating routine tasks to free up agents for complex issues.
Level 4: Innovative At the innovative level, organisations create a comprehensive 360-degree customer view using cutting-edge AI-driven insights and advanced case management capabilities. They ensure seamless transitions between customer interactions and channels, enabling a truly connected service operation.
Beyond Level 4: Aspirational Beyond the innovative level lies continuous innovation and optimization. Future capabilities could include mixed reality and the metaverse, providing differentiated customer service experiences and creating new opportunities for organisations.
What Level Does Your Organisation Aspire to Achieve?
The Service Sophistication Model is flexible and can be customized to fit your organisation’s specific needs. To explore the benefits of a modern digital contact centre and deliver omnichannel customer engagement, download the free Microsoft Service Sophistication Model whitepaper. You can also watch our on-demand webinar, “Microsoft Digital Contact Center Platform: Delivering Exceptional Customer Experience at Every Touchpoint.”
Get in touch today to discuss the next steps towards achieving exceptional customer experiences.