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MODERN CUSTOMER SERVICES

Provide a compelling customer experience using a digital multi-channel service environment.

Modern customer services

Deliver outstanding customer experiences with your service solutions.

To deliver modern customer services, organisations need to provide a compelling experience using digital multi-channel service environments. These need to be intuitive for customers, but also allow for the automation of mundane tasks, freeing up service agents to focus on higher-impact service interventions.

The business world is experiencing a wide-reaching transition to the automation of activities and processes. In parallel, customer experience is the new battleground. Customers demand a frictionless and highly personalised service and experience, which could be a blend of technology and human interaction.

Your organisation's ability to deliver a connected and meaningful

brand experience is supported by the motivation and culture of the people delivering your digital experience.

In environments where your teams or individuals deliver customer service in person, making sure productivity measures are met while also ensuring you're delivering a great customer experience and reducing your cost to serve requires a fine balance.

By enabling your competent, motivated and engaged workforce with the right technology, your first-rate modern customer services will stand out from the crowd.

How we bring it to life

How we bring it to life

Providing customer service with intuitive, guided outcomes requires a cohesive platform and single unifying application to manage the customer interaction. Using Microsoft Dynamics 365 Customer Service, the entire service lifecycle can provide a personalised service experience to delight your customer.

A great example of modern customer services is the use of intelligent, cognitive services, bots, and AI to engage as a first response and deal with some of the more mundane or simple tasks that can address a range of customer requests before escalation to a human is needed. However, it’s essential to ensure that when AI/bots are implemented, at the right point, it will hand over to a human who will have empathy for the situation and the ability to deliver the outcome the customer is looking for.

Manage your knowledge base

Manage your knowledge base

Relying on service heroes to be the source of knowledge isn't scalable. To enable faster problem solving and improve first-time rectification rates, a single, authoritative source of knowledge is critical.

Microsoft Dynamics 365 Customer Service allows you to create scale and consistency of service outcomes across your customer service team.

Customer support self-service

Customer support self-service

Putting problem resolution in the hands of the customer saves considerable time and cost, and doing it right actually improves customer brand loyalty.

We build engaging, connected customer support solutions based on Microsoft Dynamics 365 Customer Service and Microsoft Power App Portals, overlaid with the Customer Self Service template to accelerate your tailored customer self-service support offering.

Optimise your service team

Optimise your service team

It's rare to find experts in everything, and specialisation often leads to faster resolution. Skills-based routing ensures the service agent that has the best resolution rates for that issue is prioritised for the customer service enquiry.

Using Microsoft Dynamics 365 Customer Service, businesses can manage this knowledge and routing logic to improve customer satisfaction rates and lower cost of resolution.

Engage a digital service agent

Engage a digital service agent

What percentage of calls to your service centre are simple frequently asked questions? Could these be automated?

Staffing a service centre is costly, so when customers interact with your team you want to provide a high-value experience, giving people time to deal with the complex queries.

By leveraging Dynamics 365 Virtual Agent for Customer Service, you create limitless scale to the surface area of your service centre operations with intelligent chatbots that seamlessly interface and hand off to your staffed service centre.