Customer experience is at the forefront of digital strategy, and Dynamics 365 Customer Service is at the heart of transforming customer expectations.

Customer expectations are changing. Customers expect an experience that is seamless, personalised and efficient, which is why we are exploring how to make the most out of Dynamics 365 Customer Service.

According to a 2021 survey, 84% of consumers say being treated like a person, not a number, is crucial for a brand to win their business. Similarly, Microsoft found that 63% of consumers expect personalisation as standard service, and as such, feel they are recognised as an individual when they receive offers that are tailored to their stage in the customer lifecycle.

While winning a customer’s business is one thing, keeping it is another. Studies show that increasing customer retention rates by just 5% can increase sales by over 25%. This means that during the current financial crisis, delighting existing customers with an exceptional customer service experience should be at the top of an organisation’s agenda to minimise costs and prolong stability amidst economic downturn.

So, how can we achieve this?

Say goodbye to disjointed customer service experiences

Many of us are familiar with a disjointed customer service experience. Whether this is being passed from agent to agent and having to repeat responses to questions, or receiving a subpar service from a chatbot and having to invest time and effort into getting in touch with a live agent.

Microsoft reports that 61% of customers have severed ties with a business after a poor customer service experience. Therefore, it is critical that customer service channels act seamlessly.

Organisations must build tools and systems to help build trust throughout the customer lifecycle and help their brand stand out in an ever-crowded market space. It is no longer enough to simply add a digital channel to foster customer engagement. Customers seek a multichannel approach to receiving personalised, quality and efficient customer service.

Look no further than Dynamics 365 Customer Service

Dynamics 365 Customer Service is Microsoft’s all-in-one CRM solution for your service team. The cloud solution can help optimise end-to-end customer experiences by managing queries, providing proactive case management and delivering powerful insights.

With Dynamics 365 Customer Service you can engage with customers via any channel or device, while delivering a fast, personalised service – this is critical in meeting growing customer expectations. The AI-powered platform is continuously learning from every customer interaction, improving case management and reducing the cost to serve. Dynamics 365 is an easily adaptable platform which allows users to tailor, extend and connect to other apps and services already in use by the organisation.

The platform is continually improving, and here are some exciting new releases…

Microsoft Digital Contact Center Platform

The Microsoft Digital Contact Center Platform, powered by Dynamics 365 Customer Service among other Microsoft solutions like Azure and the Power Platform, provides a modern approach to delivering exceptional customer engagements. This omnichannel platform enables organisations to be proactive in their customer service across every touchpoint by using AI to quickly identify and predict customer sentiments and requests to streamline problem resolution.


Above: Microsoft Digital Contact Center Platform capabilities


To find out more about the benefits of the Digital Contact Center Platform, you can watch our recent on-demand webinar co-hosted with Microsoft here.

Copilot in Dynamics 365 Customer Service

Customer service agents are critical for maintaining customer loyalty, but they often face pressure to resolve multiple customer cases quickly, leading to burnout and decreased customer satisfaction. To address these challenges, agents need tools that can help them streamline tasks across both simple and complex cases, while still providing personalised service that demonstrates their commitment to resolving each issue thoroughly and efficiently.

Now available in preview, Copilot in Microsoft Dynamics 365 Customer Service is a range of next-generation capabilities that can expedite resolving customer issues and increase satisfaction scores. Copilot provides customer service agents with 24/7 assistance to help them find resources to resolve issues faster, handle cases more efficiently and automate time-consuming tasks. This allows agents to focus on delivering high-quality service to their customers. The following video demonstrates how Copilot works:

With comprehensive and efficient assistance from Copilot, agents can significantly reduce the amount of time spent searching for content and drafting their responses, driving better agent productivity and customer experiences.

Moving forward

Retain and nurture customer loyalty in the digital landscape by making exceptional customer service attainable across multiple channels. The first step in this is working with an experienced technology partner to support your organisation’s digital transformation journey, from the initial engagement to go-live and beyond. Get in touch today with our team of Dynamics 365 experts for more information.

Stay tuned! Next up in our ‘Making the most out of the Microsoft technology stack’ series is Power Virtual Agents. If you’ve missed any of our previous posts, you can catch up below: