In order to provide the best support for your customers, having the right tools is crucial. We often see within customer service teams, that time is wasted passing queries between employees, repeatedly responding to common problems, or searching for previous conversations with customers to follow on from.
Microsoft Dynamics 365 Customer Service allows businesses to manage their customer service activities from one application, deliver faster and more personalised support, quickly resolve issues, exceed client expectations, and more. Ultimately, ensuring customers get the right support, from the right person is key.
Key benefits of Dynamics 365 Customer Service
Dynamics 365 Customer Service Features
- Provide support in the way you want, whether that is enabling your clients to carry out self-service support via a branded Portal, or communicate with your representatives via Email, SMS or Live Chat
- Case management capabilities allow you to queue, route, and escalate cases based on priorities and customer service representative
- Manage multiple customer conversations simultaneously, maintaining full context, history across channels, service preferences, and more
- Enable customers to self-serve through community resources and knowledge articles or easily request support via a secure portal
- Seamlessly automate conversations customisable artificial intelligence (AI) chatbots, using Power Virtual Agents
- AI-driven productivity tools that ensures staff have the right information, at the right time
- Entitlements & SLAs track support usage and ensure that service commitments are being met in a timely manner
- Leverage intelligence capabilities to optimise your staffing levels or allocate resources based on trending issues and skills required
- Integrate with Dynamics 365 Sales to align your teams and enable them to deliver a connected experience across the customer journey
- Leverage Dynamics 365 Customer Voice, a feedback management tool to create surveys and track responses. Use this data to analyse trends, better understand your customers, make more informed decisions and improve overall customer satisfaction
What our clients say...
VIEW CASE STUDIES“From the start, Pragmatiq considered our collective and individual needs and delivered an effective and impactful solution.”
“The Pragmatiq team demonstrated expert product knowledge and provided innovative solutions throughout the project and continue to provide high-quality guidance and support over post go-live managed service.”
“We would not be able to function as we currently do without the system Pragmatiq put in place and it provides a platform to continue our growth, rather than be constricted by operational difficulties.”
“I have found Pragmatiq to be professional, innovative, focused and aligned to our requirements, for this I thank them for a job very well done.”
“As a company, we often talk about collaboration and partnership working. This project was most definitely a real partnership to achieve a system which will help us to change the way in which we communicate with schools and delegates, supporting the customer segmentation, targeted marketing and future engagement with our work.”
“The Pragmatiq technical team ran with a large project and its fair to say now know our business inside out. Their ability to understand what we do and how we do it having only seen it from an ‘IT perspective’ was and still is impressive. We would highly recommend Pragmatiq.”
“Pragmatiq are a trusted and dynamic CRM partner. They have provided quick, flexible and innovative solutions to the challenges we’ve given them whilst being professional and supportive.”
“They have really listened – and worked hard to understand who we are and what we want to achieve. I cannot recommend them highly enough and am very glad we chose them.”
“The strengths of Pragmatiq lie in their team who take time and care to help you define your needs before using their considerable technical expertise to create workable solutions that add business value. I would recommend Pragmatiq as a partner to anyone considering Microsoft Dynamics for their business.”
“Pragmatiq worked to tight and fixed timescales to complete a focused delivery which had real business value.”
“Pragmatiq were focused in their approach and delivered to tight timescales, as well as being a pleasure to work with.”
“Pragmatiq each project with an open mind and a desire to find the most logical and cost-effective solutions. Along with their product knowledge and attention to detail, we are confident that our system is in safe hands.”
“The whole team is professional, engaged and reliable and I look forward to working with them again on future developments.”
“It was clear that an off-the-shelf package wouldn’t give us the security, efficiency, and ease of use that our Dynamics system would.”
“The dedication, knowledge and customer service shown to the delivered projects has been exceptional and their innovative approach to business is inspiring.”
“They listened, they understood and they made the changes to deliver a system that is both efficient and effective. Communication was effective and regular and I have no qualms in recommending the Pragmatiq team.”
“The after service has been brilliant with the Pragmatiq helpdesk portal, quick to respond and deal with any issues that arose after the system was implemented.”
“We are a fast-growing business requiring a system that is able to keep up with the pace and provide us with quick processes, reports and dashboards for all departments. We have worked closely with the team for over 12 months and we are over the moon with where we currently are.”
“The team at Pragmatiq provided us with a platform that not only works for all our Associations and their individual requirements but one that will grow with us as an organisation.”
“The results were quick and impressive. Offering us a totally up to date platform with all of the automation we had originally asked for. We are keen to continue to work with Pragmatiq and look to develop the system again in the future.”
“We have been very impressed with the new CRM and feel it is fit for purpose and has given us specific functionality, with possibilities to add to the system. Pragmatiq are organised and professional in their approach and I would not hesitate in recommending them.”
“Thanks to Pragmatiq, we now have a bespoke system that has been tailored to our specific needs and is fully integrated with Microsoft Dynamics.”
“They worked in a professional manner throughout the project, paid attention to detail and were accommodating to our tight timescales.”
Contact us about Microsoft Dynamics 365 Customer Service
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