Multichannel Customer Service with Microsoft Dynamics 365 Omnichannel for Customer Service

Multichannel Customer Service with Microsoft Dynamics 365 Omnichannel for Customer Service

Multichannel Customer Service with Microsoft Dynamics 365 Omnichannel for Customer Service Santosh

At present time, it is important to empower customers, the service-focused companies understand the need to adjust their support strategy to provide customers with the best support options that are based on their needs. Customers expect that when they reach out the agents will have the required information to solve their issues. Thus, the Company offers a variety of support channels such as phone support, email, live chats, Virtual agents, social media, and so-on. These channels are termed as multi-channel support.

The key challenge here for the organization is providing customers with a seamless and equally satisfying experience across any channel that they are using to engage support. The organization must have the same information that is available through one channel is available through the others. Any agent who is working with a customer through a chat should be able to use the same knowledge repositories as any other agent who is engaging with the customer over the phone. If a customer is being transitioned across different channels or departments, agents should know the context of what has happened till that point. Thus, this eliminates the repetition and re-explanation that the customer goes through at each stage.

Omnichannel for Customer Service

The companies want to provide an omnichannel experience for their customers and ensure the same experience through different channels. Omnichannel solutions benefit companies in several ways. They offer multi-channel support to the company and preserve the context across different channels resulting in reduced customer efforts.

The omnichannel solution provides deeper insight into the customer’s history, regardless of the support channel they use. On the other hand, agents get a better understanding who their customer is, the challenges they face, and where they want to go. This makes customers feel valued and their nee better understood, resulting in creating better support for themselves in the future. This also creates customer loyalty as customers feel more valued.

Dynamics 365 Customer Service

Microsoft has come up with the Omnichannel for Customer Service. With Dynamics 365 Omnichannel for Customer Service, companies can offer omnichannel support to their customers. This solution is an extension of Dynamics 365 Customer Service. It provides a modern, customizable, high-productivity application that allows agents to engage with customers across all different channels.

Omnichannel for Customer Service provides agents with the following features:

  1. Session management– The session panel allows agents to work with multiple customer sessions simultaneously. Agents can switch between sessions without losing the context of the conversation or any customer details.
  2. Customer interaction– The conversation panel allows agents to interact directly with customers from the communication panel. Agents can use the knowledge base, collaborate with colleagues, and more.
  3. Multiple applications– The Applications tab bar allows agents access to relevant supporting applications in the context of the session. These applications remain open if the agent goes to another session.
  4. Customer summary– The Unified Interface panel provides a single contextual view of the customer based on the current conversation. Agents can access customer details and related case information, and they can view activities from related records from one screen.
  5. Quick access to familiar Dynamics 365 tools– By using existing Dynamics 365 functionality, agents can access record searching, quick record creation, and agent presence information.
  6. Real-time notification– Agents receive real-time notification messages of incoming communication from customers.

Dhyey Consulting Services

At Dhyey Consulting Services Pvt. Ltd., we have been working with the Microsoft Dynamics domain for over 10 years and have completed over 200+ implementation projects. We pride ourselves as a Microsoft Partner Centric company and for proving our Centre of Excellence as a service for Microsoft Dynamics. We have resources that have experience working