Microsoft Dynamics 365 Service is an on-the-go customer service module. The suite has different hubs that make it easy to attend to various customer needs. Whether you need to have a live chat with them or respond to their emails and so on, there is a tool that can help do that.
We describe it as being an on-the-go service module because it has a great mobile version with apps that can handle customer needs. Microsoft has designed this suite with foresight into what a business would need to address customer concerns. With 365 Service the customer care team can provide customized assistance to every customer and they can do this without breaking a sweat.
A customer service agent can use this feature to create a case and process it through the different levels (assignment, escalation, and resolution). This feature also allows automation of the process with pre-defined rules. Once a case is created, the service agent will receive details about the customer that can help in assisting them better. It is also linked to a knowledge base.
This suite contains several templates that a service agent can use for communication like sending emails to customers informing them about their case or whatever communication they may have to send out. The templates improve efficiency and can be personalized.
This feature allows customer care to provide support on the go. The app is furnished with the necessary hubs for communication like the live chat hub and customers can also type their queries and follow up progress in resolving their issues. This feature can be configured so that a business provides round-the-clock assistance even during holidays.
Dynamics 365 Service has a dashboard that provides feedback on the performance of the customer care service. There are various items that are reported for example the number of incoming calls, channels being used, the number of cases resolved and so much more.
Some features are part of the upgrade plan. When a client signs up for the advanced plan, they can access the added features. In most cases, these features are suited for large businesses that can benefit from spending more on these features. Some of these features include a self-service portal that can be accessed separately for customers to enjoy automated service. There is also the Gamification feature that provides games for agents to relax. It has been shown to improve motivation among service agents.
Microsoft makes it possible for a business to improve the performance of this module through integration. First of all, you can integrate with other Dynamics modules like sales and marketing.
This module can also integrate with third-party applications and software. For example, you can integrate with cloud-based document automation software to automate communication between the business and the customers.
Pricing will depend on the needs of a business. The minimum rate is $50 per user per month and this is the Professional plan which entitles a user to basic customer care functionality like case management, templates, knowledge base, and so on.
The Enterprise plan is more favored by medium businesses and it is priced at $95 per month. This offers customization, better automation using intelligent software, gamification, portals, and other professional features.
There are other pricing plans that allow the purchase of particular features that are available separately. The virtual agent is one of the most common add-ons and costs $1,100 per month.
Microsoft Dynamics 365 Service is a feature-rich module that can help a business have more organized customer assistance. Its pricing seems reasonable in comparison to other alternatives and it has the backing of Microsoft. Many reviews say nice things about it, so it is worth giving a try.
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