Delivering Proactive Assistance with Dynamics 365 Customer Service Implementation

Currently, enterprises of all sizes and verticals recognize that the key to sustainable growth lies in maintaining robust relationships with existing customers. That’s why customer service teams in organizations focus on delivering end-to-end and personalized assistance for their existing client base. Though influencing and acquiring new leads is crucial for business expansion, customer service teams firmly believe that providing personalized support to existing customers helps establish trust and loyalty. Loyal customers repeatedly purchase products/services from the organization and often advocate for the brand, resulting in higher revenue and growth.

However, to provide comprehensive and tailored assistance, support teams in organizations should consider implementing a reliable application in their digital infrastructure. The Microsoft Dynamics 365 app suite offers a pre-built and cloud-based application called “Dynamics 365 Customer Service”. By implementing the D365 Customer Service application in their digital infrastructure, customer service teams effectively leverage client base data, automate key support workflows, and deliver on-time assistance to customers.

The Value of Dynamics 365 Customer Service Application

Dynamics 365 Customer Service implementation enables customer support teams to extract and centralize key customer information, such as user profiles, interactions, service requests, and product purchase data, from various sources. The application offers native APIs and data connectors. Configuring these APIs allows customer data from enterprise resource planning (ERP), customer relationship management (CRM), email, and social media platforms to be easily aggregated and consolidated in a single interface. Centralizing data makes it easier for support agents to rapidly search and identify key customer records.

Centralized customer records can be easily analyzed through the intuitive AI-powered analytics model. This analytics model is built using a combination of artificial intelligence, machine learning, and natural language processing algorithms. Such algorithms enable the analytics models to assess huge customer datasets, identify buying patterns, and categorize user behavior based on interactions. These insights enable support agents to understand customers’ preferences and deliver personalized support.

Some other key capabilities of the D365 Customer Service application are:

• Automation – The Dynamics 365 Customer Service application offers pre-built autonomous agents. These agents can be programmed with scripts and conditions to automate complex customer service workflows like case management, email follow-ups, and routine interactions.
• Omnichannel Support – The D365 Customer Service application seamlessly integrates with email, social media platforms, ERP, and CRM systems. This interoperability enables customer support agents to engage with their customers across any platform and provide on-time assistance.
• Mobility – Since the D365 Customer Service application is hosted on the cloud platform, customer support agents can easily access user profiles, manage requests, and respond to inquiries from any device and location. This ease of accessibility improves the agility and overall productivity of customer support teams.

Significance of Hiring Dynamics 365 Implementation Partners

Implementing the Dynamics 365 Customer Service application in the digital infrastructure and enabling integrations with existing tools are complex and time-intensive tasks for customer support teams. In this regard, collaborating with a reputable Dynamics 365 implementation services provider is essential. This collaboration enables customer support teams to work with skilled Microsoft Dynamics 365 experts, who can seamlessly customize and implement the application according to their workflow requirements.

Some other benefits of working with dedicated implementation experts include:

• Seamless Integrations – Dedicated D365 experts have adequate expertise to configure the APIs and integrate the D365 Customer Service application with CRMs, ERPs, and third-party tools. Even after integration, experts perform a range of tests to ensure that data seamlessly transfers and synchronizes between the platforms. Integrations enable customer support teams to obtain a comprehensive data view and deliver personalized support.
• Security Assurance – Implementation experts effectively embed role-based access controls and data encryption mechanisms within the Dynamics 365 Customer Service application. This minimizes the risk of application workflow tampering and eliminates breaches and losses.
• Continuous Support and Optimization – After implementation, D365 experts offer continuous support to the Customer Service application. By utilizing monitoring tools, they track the performance of the D365 Customer Service application in real time and identify and resolve key technical issues instantly. Moreover, experts modify the workflows and configurations of the D365 customer service app based on the team’s varying operational requirements and demands.
• Robust Knowledge Transfer – By delivering extensive training sessions and programs, experts ensure that the D365 Customer Service application is widely adopted and utilized by support team members in organizations.

Key Use Cases of Dynamics 365 Customer Service Application for Support Teams

By implementing the Dynamics 365 Customer Service application in the digital infrastructure, dedicated D365 experts effectively design and launch tailored customer service hubs for support teams. Experts ensure that the designed service hubs are equipped with analytics, automation, and knowledge base management functionalities.

Here are the key ways D356 experts use the Customer Service application for building service hubs:

1. Customer Service Hub Design

A customer service hub is a centralized portal designed to collect customer data, automate processes, and deliver assistance in real-time. Dedicated Dynamics 365 experts effectively design and launch a tailored customer service hub using the D365 customer service app. To build the tailored customer service hub, D365 experts collaborate with the in-house support teams. This interaction enables them to understand the data sources and processes actively managed by teams and other key functionalities to be incorporated within the hub.

After the interaction, D365 experts step into designing the customer service hub. To design the interface, D365 experts use the customizable UI template offered by the Dynamics 365 Customer Service app. This template enables experts to create and set up key elements of a customer service hub, like views, forms, and data repositories. Consequently, they configure and incorporate APIs of CRM, email, and ERP tools within the ‘forms’ tab of the customer service hub in order to collect and store user requests across platforms. Similarly, data connectors are embedded in the data repository of the newly designed customer service hub. The connectors ensure that customer records and information from multiple tools are transferred to the repository and accessible within the customer service hub.

2. Automated Case Management

After the development of customer service hubs, experts from a recognized Microsoft Dynamics implementation services provider create an automation bot for case management and incorporate it within the hubs. To build the automation bot, D365 experts leverage the intuitive autonomous agent builder module in the Microsoft Dynamics ecosystem. This builder module enables D365 experts to input custom scripts and conditions and create the bot for case management.

When the case management automation bot is embedded within the customer service hubs, support teams can automate the case classification and assignment process. The case management bot autonomously retrieves and processes user requests stored within the forms tab of customer service hubs. Based on the pre-determined conditions, the bot effectively processes and categorizes the requests and routes them to appropriate support agents. This automation enables support agents to proactively respond to customer queries and close the requests in a minimal turnaround time.

3. Customer Analytics with AI Customer Insights

Apart from automation, analytical capabilities can be implemented within the customer service hub built using the Dynamics 365 Customer Service application. To harness the power of analytics, D365 experts use the Dynamics Customer Insights tool. Customer Insights tool offers a configurable customer analytics model built using a combination of machine learning and natural language algorithms. D365 experts configure this analytics model and incorporate it within the customer service hub.

During the configuration of the analytics model, D365 experts train the ML and NLP algorithms using historical customer datasets. This enables the analytics model to interpret and process customer profiles within the repository of the customer service hub and generate insights on behavior and preferences. By understanding the preferences, support agents can deliver personalized guidance or recommendations to customers via emails or other preferred channels. This approach enables support teams to address user needs quickly and improve customer satisfaction and loyalty.

4. Knowledge Base Management

Dynamics 365 experts create and deploy a virtual knowledge base within the newly designed customer service hub. To create a knowledge base interface, D365 experts use Microsoft Dynamics intuitive knowledge management system template. Moreover, D365 experts ensure that key resources like support process briefs, product/service feature documentation, product troubleshooting guides, and frequently asked questions (FAQs) are uploaded within the knowledge base. Consequently, D365 experts deploy the knowledge base within the customer service hub through custom API.

By deploying a knowledge base within the customer service hub, both customers and customer support teams can benefit at large. For customers, the knowledge base in the customer service hub acts as a self-service medium, where they can learn about products/services and find solutions to problems independently. Similarly, the knowledge base enables support agents to instantly access key data points related to the customer service processes and deliver genuine assistance to end-users.

Closing Thoughts

On the whole, building and launching a tailored customer assistance hub using the Dynamics 365 Customer Service application requires the expertise of skilled professionals. By partnering with a trustworthy Microsoft Dynamics 365 implementation services provider, businesses can hire experts who are well-versed in configuring and building service hubs using the Customer Service application. Apart from custom development, dedicated D365 experts offer proactive maintenance and support to the customer service hubs. They use monitoring tools to evaluate the execution performance of customer service hubs and identify key security issues or bugs within the hubs. To resolve these issues, experts create and incorporate security patches and fixes in the customer service hubs, guaranteeing robust hub performance for customer support teams.