The service capabilities for Microsoft Dynamics CRM empower companies to deliver end-to-end, self, assisted, and onsite service.
Try CRM nowJOIN THE VIRTUAL EVENTService organizations are at the epicenter of a company’s ability to deliver differentiated and consistent engagement experiences. Organizations empowered by our intelligent customer service solution increase advocacy and loyalty to their brands by creating effortless experiences across self, assisted, and onsite service channels. Our industry leading technologies, including machine learning, IoT and analytics, give our purpose-built solution the breadth and depth necessary for your organization to meet the challenges of an evolving customer service landscape – and position your brand to capitalize on an everything-as-a-service economy.
The service capabilities for Microsoft Dynamics CRM can help you earn customers for life through personalized omni-channel service, increased productivity, actionable insights and adaptive service models.
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Customer experience will overtake price and product as the key brand differentiator by 2020, according to research. Is this good news for your business?
Learn customer service best practicesOffer service anytime, anywhere
On average, consumers leverage two to three channels during a single service inquiry. Enable your customers to engage effortlessly with your company through the channel of their choice using any device.
Organizations using the service capabilities for Microsoft Dynamics CRM have a 360-degree customer view, including critical data from social interactions and voice of the customer feedback. Real-time and historical insights delivered on a unified platform ensure contextual, personalized and consistent engagements.
Make customer service effortless
84% of online consumers use web or mobile self-service to find the answers they need on their own.* Provide them with branded self-service options that leverage an organized, searchable knowledge base to deliver consistent, up-to-date answers and personalized information, and a community experience for peer-to-peer support and direct interaction with your subject matter experts.
The self-service capabilities for Microsoft Dynamics CRM, can be localized on product and Facebook fan pages, or embedded within kiosks and games — transforming the experience into an everyday interaction for your customers.
*Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016
Empower agents. Wow customers.
Empower agents with a single, unified experience to deliver fast, amazing customer service from their desktop or mobile device. A dynamic interface presents contextual tools, guidance and data. Speed resolution of even the most challenging issues by harnessing the knowledge of peers across internal and external teams with Yammer and Skype for Business.
The service capabilities for Microsoft Dynamics CRM empower agents with integrated knowledge, SLAs, scripting, process flows and recommendations for next best steps — all from a centralized user interface — so they can manage cases faster and provide a differentiated level of support.
Smart onsite care
Provide world class customer experiences while maximizing efficiency and minimizing costs. Our mobile-enabled solution provides a comprehensive set of tools and insights designed for high-touch interactions, empowering your organization to create positive and memorable customer experiences.
The field service capabilities for Microsoft Dynamics CRM keep the customer at the center of your business through smart scheduling and optimized resource utilization — providing a faster time to ROI.
The project service capabilities for Microsoft Dynamics CRM unite people, process and technology to deliver on-time, on-budget professional engagements, making your organization an integral part of the entire customer journey.
LEARN MORE ABOUT FIELD SERVICE CAPABILITIESProvide the right answers at the right time.
Empower your customers and employees with a single source of unified knowledge. Consistent answers are optimized and discoverable across channels and from any device. Augment knowledge articles with rich media content to drive first touch resolution.
The service capabilities for Microsoft Dynamics CRM empower organizations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.
Analyze and anticipate
Identify trends, anticipate opportunities and gain powerful insights into customer behavior, agent productivity and onsite service experiences. Real-time, interactive dashboards leverage deep analytics and advanced visualization capabilities.
The service capabilities for Microsoft Dynamics CRM empower organizations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.
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