One of the business areas most affected by the pressures of lockdown has been customer service functions.

Many of the traditional channels relied upon for many years, such as telephony and email, have come under strain. In the current economic climate, it is important to have a modern solution in place to effectively manage your customer service function.

The rapid scaling of customer service teams is not an option for all during this time. However, the need to have a plan and capable tool in place to provide positive customer experiences remains of the upmost importance to all organisations. At Telefónica Tech our customer service tool of choice is Dynamics 365 Customer Service.

Dynamics 365 Customer Service is Microsoft’s solution for service operations. It seamlessly enables organisations to manage customer queries, requests and complaints through comprehensive case management capability. Dynamics 365 Customer Service empowers customer service agents with the tools that they need to deliver exceptional customer service. Providing the relevant customer data, at the right time, and enabling communication with customers on the channel of their choice.

So how can having a Dynamics 365 Customer Service solution in place help your organisation improve the customer experience?

It all starts with optimising the role of your customer service agents. By removing technology barriers and slow processes, Dynamics 365 Customer Service allows you to respond and resolve more customer cases. Simple customer queries can be handled with the use of self-service and virtual agents, freeing up agents to concentrate on the more complex cases.

Dynamics 365 Customer Service allows your organisation to:

• Improve customer service agent productivity – enabling them to respond to and resolve more cases and therefore help more customers.
• Reduce the average case handling time through process standardisation and automation – further improving productivity and resolving customer issues quicker.
• Enable your customers to communicate with your customer service team on the channel of their choice, whether that be email, phone, SMS, live-chat or social media.
• Encourage customers to channel shift their queries to your lower-cost channels.
• Improve the data you capture on cases, allowing for proactive decisions to be made to avoid repeated cases.
• Provide senior management with key insight into workloads and agent performance.
• Improve your customer satisfaction scores as queries are responded to promptly and resolved quicker.

If you would like to know more about how to get started with Dynamics 365 Customer Service get in touch to speak to one of our Dynamics 365 experts.