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Becoming a customer champion with Microsoft 365 Omni-Channel Customer Service
Good customer service increases customer loyalty, generates valuable product and customer knowledge and can directly influence sales through cross-selling and up-selling. With Microsoft 365 Omni-Channel Customer Service, you can take your service team into the Champions League.
What does Teams Integration for Dynamics 365 entail?
The integration of Microsoft Teams into Microsoft Dynamics 365 Customer Service enables the collaboration of teams or individuals from different domains who work together to resolve customer service inquiries.
And the best part: Teams can seamlessly integrate not only with Dynamics 365 Customer Service but also with all other Microsoft Dynamics business applications in the Customer Engagement area, such as MS Dynamics 365 Sales, MS Dynamics 365 Marketing, or even MS Dynamics 365 Project Operations.
Integrating these different Microsoft applications allows direct access to Teams features within Dynamics and vice versa. The integration creates a collaborative work experience involving your chats, audio and video conferences, file sharing, and notifications, thereby increasing your team's efficiency and enhancing customer satisfaction.
The internal reality of customer service
In many companies, however, the high customer requirements are often offset by scarce personnel resources, high staff turnover and insufficient technological support in the processing of service tickets. The digitalization of historically grown customer service processes usually proves to be enormously challenging and lengthy, which means that customer experience through seamless customer communication remains merely a vision that is difficult to achieve in many places.
Your competitive advantage: Microsoft Dynamics 365 Omni-Channel Customer Service
Organizations that handle their service via Dynamics 365 Customer Service have a clear advantage. The platform is a robust, comprehensive and versatile foundation for digital customer service. The Omni-Channel Customer Service add-in takes the networking of communication channels, customer data and customer service tools to a new, very high level.
We have summarized five central functionalities of omni-channel customer service for you.
1.Integration of all common communication channels
With Omni-Channel Customer Service, you can also handle customer communication via chat, telephone, social media channels such as WhatsApp and Facebook as well as Microsoft Teams. The expansion of service channels for greater customer convenience does not cause any additional costs apart from the initial configuration. Internally, customer communication is managed via central customer profiles. This means that even if the customer switches from chat to telephone, for example, the context always remains traceable for the service agent.
2. Productivity tools for service agents
Depending on the preferred service channel, the degree of automation in the processing of service requests also increases and service agents are given more freedom for value-adding activities:
- The chat functionality can be combined with Virtual Agents from Microsoft, for example. .
- An integrated knowledge base with automatic solution recommendations makes it easier for both new and established service agents to become more productive on an ongoing basis.
- Overlaid scripts for customer communication along all channels ensure that not only the right content but also the right tone of voice is used.
- Thanks to the automated transcription of telephone calls, the documentation of personal conversations no longer involves any additional effort and is conducive to the continued existence of the relatively expensive but still popular and highly efficient telephone channe.
3. Cross-channel sentiment analysis
Business-damaging customer escalations can be prevented at an early stage through monitoring. Natural language processing can be used to analyze customer communication for specific content, as well as implicit positive and negative signals, and can be used to optimize the processing sequence.
4. Skill-based routing & utilization monitoring
The Microsoft 365 Omni-Channel Customer Service add-in provides service managers with powerful optimization tools for their teams. The key knowledge and skills of employees and virtual agents can be modeled and used to allocate service tickets. The system is characterized by a targeted high level of transparency: Managers can see the agents' workload on dashboards and, in addition to automated allocation, can also readjust service requests manually.
5. Native integration with Microsoft 365 applications
In the Microsoft 365 universe, this is now a matter of course, but we would like to take this opportunity to emphasize the enormous advantage of the software's seamless integration with other MS applications such as Sharepoint, Office and Dynamics ERP for smart work processes. All data is stored in the Microsoft Dataverse, which is based on an open source common data model. This means that hundreds of connectors for third-party systems can be connected. There are virtually no limits to your individual customer experience processes.
The result: top KPIs in customer service
If you want to improve your customer service performance through digitalization, Microsoft 365 Omni-Channel Customer Service is a viable option to consider. You will experience the improvement in service relatively quickly through faster processing times, lower processing costs per customer and a higher Net Promoter Score.
Let's talk about your project!
Don’t feel like clicking through the website? No problem, just pick up the phone and we’ll make an appointment to discuss your CRM challenges in person. Give us a call! We look forward to hearing from you.
Nikolaus Matejka
Account Manager
+43 1 3000944-42
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