Microsoft Dynamics 365 Customer Service
Helping ambitious organisations improve their customer service
Dynamics 365 Sales helps you streamline your sales processes by automating key tasks and reducing manual work, improving efficiency across your team. It provides valuable insights to strengthen customer relationships and support better decision-making, enabling you to close deals faster and collaborate more effectively.
We understand that every business has unique needs, which is why we tailor Dynamics 365 Sales to fit your specific requirements. From initial consultancy to ongoing support, we guide you through the entire process, ensuring your sales team is equipped with the right tools to succeed.
Are you facing these customer service challenges?
Dynamics 365 Customer Service is ideal if you’re experiencing any of the following:
- Customer information is scattered across multiple systems, making it difficult to provide a seamless experience.
- Customer service reps struggle to access the right data quickly, leading to delays in resolving customer queries.
- Customers interact through phone, email, chat, and social media, but the experience is inconsistent across platforms.
- Customers expect to find answers independently, but outdated systems don’t support knowledge bases, chatbots, or AI-powered assistance.
- Your existing setup lacks scalability and flexibility, and cannot accommodate your evolving requirements.
- Difficulty measuring service performance and identifying areas for improvement due to limited analytics.
Key benefits of Dynamics 365 Customer Service
To help overcome the customer service challenges you’re facing, Dynamics 365 Customer Service provides a range of benefits that can transform your processes. To discover more, check out our Benefits of Dynamics 365 Customer Service blog post.
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 has 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.
- Intelligent Routing: A combination of AI models and rules provides functionality that assigns incoming service request to the best-suited agents.
These are a range of features that D365 Customer Service offers and this page provides just a snapshot. For more insights into the solution, please get in touch.
Copilot in Dynamics 365 Customer Service
Copilot in Dynamics 365 Customer Service enhances customer support by streamlining workflows, providing AI-driven insights, and automating time-consuming tasks. By reducing manual effort and delivering intelligent recommendations, Copilot empowers your team to resolve issues faster and improve customer satisfaction.
- AI-Powered Assistance: Copilot provides real-time suggestions, summarises interactions, and offers relevant knowledge articles to support agents in delivering accurate responses.
- Automated Case Resolution: Reduce resolution times with AI-driven recommendations, helping customer service reps find the right solutions without delay.
- Context-Aware Responses: Copilot understands customer intent and sentiment, guiding agents with suggested replies that improve engagement and efficiency.
- Proactive Issue Identification: AI detects trends and potential service issues before they escalate, enabling teams to take proactive steps.
Check out our Copilot in D365 Customer Service blog for more information.
Real results, real impact: Dynamics 365 case studies
Why choose Pragmatiq as your Dynamics 365 Customer Service Partner?
At Pragmatiq, we help businesses get the most out of Microsoft Dynamics 365 Customer Service by streamlining support processes, improving response times, and enhancing customer satisfaction. We ensure the technology works for you, providing your team with the tools they need to respond to customers quickly, stay organised, and create better experiences.
- Bespoke technology solutions: Designed around your specific needs, processes, and goals.
- Strategic guidance: Helping you get the most out of your systems with expert advice and ongoing support.
- Scalable and flexible: Ensuring your technology grows with you, adapting to future demands.
- End-to-end partnership: From consultancy to implementation and beyond, we’re with you every step of the way.
Microsoft Dynamics 365 Customer Service FAQs
At Pragmatiq, we don’t just design solutions – we make them work for you. Over the years, we have developed and refined our implementation and delivery approach, ensuring that every step of the process is clear, efficient, and delivers real value to you.
Through our strategic consultancy-led approach, we take the time to understand your needs, align technology with your vision, and work alongside your team to ensure a smooth rollout. Learn more about our implementation & delivery approach.
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.
Yes, Dynamics 365 Customer Service integrates seamlessly with other Microsoft tools, such as Microsoft Teams, Outlook, SharePoint, and Power BI. This integration allows support teams to collaborate efficiently and have all customer data in one place, streamlining the support process. We’ve written a blog all about the powerful integration between Microsoft 365 and Dynamics 365.
Dynamics 365 provides powerful reporting and analytics tools, including dashboards, real-time metrics, and performance insights. These help businesses track key performance indicators (KPIs), monitor team performance, and identify trends to make data-driven decisions. You can also leverage Microsoft Power BI for more advanced reporting capabilities.
Get in touch to improve your customer service
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