Microsoft Dynamics 365 Customer Service

Provide exceptional customer service by supporting your employees with Dynamics 365 Customer Service

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Deliver exceptional experiences with Dynamics 365 Customer Service

In order to provide the best support for your customers, having the right tools is key. 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-up with.  

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. 

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Key features of Dynamics 365 Customer Service

Omnichannel Capabilities

Engage with your customer from any platform, whether it’s live chat, phone, email, social, or a 3rd-party service

Knowledge Base

Ensure your team have everything they need to provide consistent service and quickly resolve issues, from one centralised application

Case Management

Streamline communication and case management by creating queues and scheduling meetings to help you organise, prioritise, and monitor your work tasks

Intelligence Capabilities

Leverage intelligence capabilities to optimise your staffing levels or allocate resources based on trending issues and skills required 

Customer Service Hub

Simplified, easy-to-use interface optimised to ease your day-to-day case and knowledge management activities

Entitlements & SLAs

Track support usage and ensure that service commitments are being met in a timely manner

Agent desktop

A multisession desktop experience, showing transcripts, case history, contact details and more, providing an end-to-end client profile

Intelligent Routing

A combination of AI models and rules provides functionality that assigns incoming service request to the best-suited agents

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Benefits of Dynamics 365 Customer Service

Implementing Dynamics 365 Customer Service can have a positive impact on various aspects of your organisation including:

  • Improve customer experience: Actively respond to any customer queries, complaints, and feedback, with
  • Build strong relationships: Create a personalised experience for each customer keeping them engaged and fostering positive relationships in the long run.
  • Increase productivity: Provide a smarter way for your employees to work, automating repetitive tasks and streamlining operations.
  • Retain customers: Omnichannel experiences enable you to stay in touch with customers across every channel.
  • Tailored interface: Your D365 Customer Service solution is customised to meet your specific business needs.
  • Embedded AI: Benefit from native Copilot features for improved productivity and better service with spoken language AI for fast responses and assistance.

To find out more about the benefits have a read of our blog here.

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Copilot in D365 Customer Service

Leverage the advanced AI capabilities in D365 Customer Service for improved customer and agent experience. Copilot has the ability to:

  • Instant Assistance: Access real-time help for faster issue resolution. It assists agents by answering questions, suggesting solutions, and providing relevant information without manual searches.
  • Efficient Case Handling: Copilot helps agents compose context-aware responses for chat and email interactions. This ensures consistent and accurate communication, streamlining case management.
  • Task Automation: Streamline processes by automating repetitive tasks, allowing agents to focus on high-quality customer service. From summarising cases to drafting emails, it simplifies routine actions.
  • Natural Interaction: Agents can converse naturally with Copilot. They can ask direct questions, follow up with additional queries, and request improved responses. Copilot adapts to the conversation flow.
  • Integration with Knowledge Base: Copilot leverages internal knowledge sources to provide relevant answers based on available information.

Check out our Copilot in D365 Customer Service blog for more information.

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Your Dynamics 365 Customer Service Implementation Partner

Start your Dynamics 365 journey with our complete support every step of the way. As your trusted Dynamics 365 Partner, we provide end-to-end assistance from start to finish providing you with a system that is tailored exactly to your unique requirements. Our unwavering commitment to delivering exceptional service and ensuring your success with Dynamics 365 remains steadfast, regardless of your industry or company size.

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Frequently Asked Questions

At Pragmatiq we care deeply about every single customer and are there to support your business right from the start. Our skilled technical consultants work closely with you to ensure the bespoke solution we build fit your specific needs and requirements.

To learn more about our team and who we are have a look at our about us page.

At Pragmatiq we have developed our implementation methodology to be the perfect pairing to the technology we offer. Our approach follows several stages, each of which is designed to ensure the successful delivery of your Dynamics 365 solution.

Learn more about our implementation methodology.

We understand that over time, your business will grow and change, and your needs may shift; the beauty of a bespoke solution is that it can be tailored even after implementation.

At Pragmatiq, we have a Managed Service offering, which allows us to support your business post go-live.

Dynamics 365 Customer Service is provided on a flexible licensing model, the different tiers are:

  1. D365 Customer Service Professional: Cost: £41.10 per user/month
  2. D365 Customer Service Enterprise: Cost: £78.10 per user/month
  3. Customer Service Add-ins:

– Digital Messaging and Voice Add-in: £74 per user/month

– Voice Channel Add-in: £61.60 per user/month

– Digital Messaging Add-in: £61.60 per user/month

– Chat Add-in: £49.30 per user/month

To find out more about the different licenses and when each one is best read our blog: Comparing Dynamics 365 Customer Service Licenses

*Prices are subject to change please get in touch with Pragmatiq for the most up-to-date pricing.

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Start your journey with D365 Customer Service today!

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