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Microsoft Dynamics 365 Customer Service

Dynamics 365 Customer Service: one platform, every channel, zero friction.

Microsoft Dynamics 365 Customer Service brings all your support channels - phone, email, chat, and social - into one platform. With full visibility of customer history and automated case routing, your team can resolve issues faster and personalise every interaction.

AI-driven suggestions, integrated knowledge bases, and proactive notifications reduce resolution times and increase customer satisfaction. With full integration across the Dynamics 365 suite, agents have complete context, helping them deliver a seamless experience, every time.

What Sets Dynamics 365 Customer Service Apart

Faster, Smarter Support

  • Resolve cases faster with AI-guided tools and smart workflows
  • Route enquiries to the right agent automatically
  • Surface knowledge articles and responses in real time

Unified Omnichannel Experience

  • Deliver consistent service across chat, email, phone, and self-service
  • Maintain full conversation context across every channel
  • Provide 24/7 support with intelligent virtual agents

Data-Driven Performance

  • Monitor KPIs with real-time dashboards
  • Track resolution rates and customer sentiment
  • Identify areas for improvement through built-in analytics

Want to stay responsive across every channel without burning out your team?

Let’s talk about smarter customer service.

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Benefits

Take a deeper dive into the benefits

Unified Agent Workspace

  • A single interface with customer data, case history, and tools

  • Reduces switching between systems

  • Increases agent efficiency and confidence

Unified Agent Workspace

AI-Guided Case Resolution

  • Suggests next best actions and helpful resources

  • Supports faster, more accurate case handling

  • Boosts first-contact resolution rates

AI-Guided Case Resolution

Omnichannel Engagement

  • Integrates voice, chat, email, social, and self-service portals

  • Maintains consistency across every interaction

  • Makes customer experiences seamless and connected

Omnichannel Engagement

Real-Time Reporting and Insights

  • Tracks KPIs, agent performance, and trends

  • Gives managers live visibility into operations

  • Informs strategic improvements

Real-Time Reporting and Insights

360-Degree Customer View

  • Consolidates profiles, preferences, and history

  • Helps agents personalise support

  • Builds loyalty and trust

360-Degree Customer View

Knowledge Management and Self-Service

  • Empowers customers with searchable answers

  • Reduces inbound case volumes

  • Speeds up time to resolution

Knowledge Management and Self-Service

Workflow Automation and SLAs

  • Routes, escalates, and tracks cases automatically

  • Keeps service levels consistent and on target

  • Ensures accountability and efficiency

Workflow Automation and SLAs

Scalable, Secure Cloud Platform

  • Built on Microsoft’s enterprise cloud

  • Adapts as your business grows

  • Maintains compliance and protects customer data

Scalable, Secure Cloud Platform

Time to Consider an AI That Listens, Learns, and Lightens the Load?

AI in Dynamics 365 Customer Service makes great support scalable. From intelligent routing to sentiment analysis and suggested replies, your team gets the right information, faster - so they can focus on the customer, not the admin.

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Book a Customer Service Strategy Session

Ready to modernise your support team with Dynamics 365 and AI-driven tools?

Book your free customer service strategy session.