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What’s new for customer service teams in Dynamics CRM?

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What’s new for customer service teams in Dynamics CRM?

One of the major themes for the latest release of Microsoft Dynamics CRM is “unified services”, alongside productivity, intelligence and mobility.

Microsoft have put the customer service function at the heart of developments within Dynamics CRM 2016, supporting organisations in their ambitions to deliver an excellent level of customer care.  With the ethos of “every interaction matters”, Microsoft now make it easier for support teams to work together, help each other and share knowledge in real time and for future use.

Via native integration with collaboration applications such as Yammer and Skype for Business, service teams can request and receive answers to support issues via IM in real time – without leaving Dynamics CRM – and then pass this on to the customer via video, phone, chat or email – whichever channel the customer prefers.

SLAs can be adhered to via the use of notifications and alerts – this is so important in today’s competitive market – where your service delivery can really set your business apart from your peers.  Indeed, by 2020, customer experience will overtake price and product as the key brand differentiator.

Increase customer service productivity with intuitive functionality

Enhanced functionality in the interactive service hub further increases productivity, reducing the need to re-invent the wheel with customer case answers and sharing of content within the Knowledge Base.  Customer support teams can also access an interactive dashboard to see key metrics and navigate easier around their solution with less clicks.

So, putting your customer front and centre – across ALL key functions within the customer journey – across sales, marketing and customer service – has become so easy and intuitive.

If you would like to learn more and request a demonstration of the Microsoft Dynamics CRM unified service functionality, please contact Prodware.

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