Microsoft Dynamics 365 for Customer Service

Microsoft Dynamics 365 for Customer Service VideoImproving retention and satisfaction with an AI-fueled customer service solution

Does your customer service team have the data it needs to create customer satisfaction and even drive more revenue with every customer service call?

Are you able to quickly identify “at risk” customers? Those you might be on the verge of losing?

Are your customer service reps spending too much time on inquiries that might be easily addressed by a virtual agent? 

Are your customer service practices measureable, repeatable, and optimizable?

Arbela Technologies can digitally transform your call centers and customer service operations with a business-specific deployment of Dynamics 365 Customer Service that will empower your team to deliver increased value to your customers, and increased revenue to your business.

Deliver fast, personalized service
Make it easy for agents to meet rising customer expectations. Intelligent processes guide agents to the right action every time.

Engage with customers on any channel
Deliver effortless experiences on your customers’ terms, through any channel and on any device.

Learn from every interaction
Continuously improve while reducing the cost to serve using data and intelligence to transform how you provide service.

Moving from retention, to satisfaction, to increased revenue

Your customer service agents are essential to maintaining customer satisfaction and the revenue that comes with it. Ensure they have the technological tools and customer insights required to move from being “problem solvers” to becoming business builders.

Arbela’s engineers will work with you to make the most of the built-in intelligence in Dynamics 365 Customer Service, and our customer service consultants will ensure your agents know exactly where and how to find what they need to have a 360 view of every customer they work with.

And you never know when a call about an issue can lead to an upgrade or upsell opportunity. 

As Arbela provides deep experience across the entire Microsoft stack, we can also deploy integrations with other systems, such as Dynamics 365 Sales and Dynamics 365 Marketing, that enable your customer service team to quickly pass opportunities to the right place or person. 

Every customer touchpoint is an opportunity to add value to their experience and drive revenue to your business. 

91% of customers are loyal to brands who offer low effort interactions

Customer service, expedited via A.I. and custom workflows

Additionally, we’ll empower your business with an AI-driven Dynamics Customer Service solution that can automate front-line and standard inquiries via virtual agents and chatbots, freeing up your team to address more complex customer issues.

Learn more about how AI can help you automate in our AI Builder webinar.

We’ll design automated workflows unique to your business requirements, which help queue customer service inquiries in order of importance, and ensure no customer issue goes unaddressed. 

For customers that prefer to “help themselves” we’ll create portals and self-service capabilities that empower a customer to do all you want them to do on their own — and quickly transition them to a service representative when required.

Ready to increase both the satisfaction and lifetime value of every customer? We’re here to help make it happen with a rapid, custom deployment of Dynamics 365 Customer Service.

Earn Loyalty

Increase brand loyalty and advocacy by providing personalized and contextual interactions across the customer journey, through any channel and from any device.  Surface the right information at the right time to your customers, enable them to self-service and provide strong integrations to your transactional systems to make transacting and serving your customer base as easy as possible.

Self-Service & Communities

Empower agents who prefer to find answers on their own through self-service portals and community options, including access via third party sites, such as Facebook. A branded, personalized experience leverages an organized, searchable knowledgebase to deliver consistent, up-to-date answers, and a community experience for peer-to-peer support.

Empower Customer Service Agents

Provide your agents with everything they need to deliver a more personalized, effective standard of service – using tools that are at their fingertips, from a single application.  Through seamless integration with your transactional and productivity systems, Dynamics 365 for Customer Service provides context to conversations and interactions for immediate results.

Only 4% of service organizations can solve a customer inquiry using a single application.

Agent Enablement

Empower your agents with a single, unified experience on their desktop or mobile device. Agents can access every source of information they need across diverse environments to provide a more personalized, effective standard of service.

  • Drive the next business action contextually through guidance and data to agents including information from 3rd party systems
  • Empower Agents to transition seamlessly between social, email and phone interactions
  • Leverage machine learning scenarios which will surface relevant knowledge articles and similar cases to agents to expedite case closures
  • Built-in workflows, SLA's, agent scripting and collaboration with internal and external agents
  • Built-in gamification to improve performance

Unified Knowledge

Unified knowledge provides a single source of truth across channels and LOBs. Knowledgebase administrators can capture and create content from multiple sources, and an approval workflow ensures accuracy and mitigates risk.

  • Build your knowledge base with community-sourced knowledge enrichment scenarios.
  • Use rich media, such as images and videos, to increase first-time resolution rates.
  • Articles can be scheduled for periodic review or expiration to ensure content is always current.
  • Improve search and discoverability by associating knowledge articles with products, customer entitlements, and other customer or account data.
  • Knowledge articles are optimized for mobile devices, and end users can provide feedback by rating content.
  • Knowledge analytics drives article efficiency and identifies potential areas for adjustments and augmentation.

Service Intelligence

Relevant data empowers every role in the organization to have a positive impact on business outcomes. Insights are displayed through interactive dashboards with powerful data visualization capabilities. Dynamics 365 for Customer Service empowers organizations with the information they need to provide proactive care, and to predict and preempt the need for service.

  • Role-tailored dashboards present real-time and historical data through a visual user interface.
  • Drill into data via interactive charts, and include data from third-party applications for deeper business insights, analysis, and exploration.
  • Use natural language capabilities to instantly render new reports and visualizations.
  • Use service intelligence to identify cross-sell/up-sell opportunities, explore what-if scenarios, improve service metrics and performance and identify best practices.
  • Report on custom KPIs and metrics tuned specifically to your business.

CDS Integration with Outlook

Information When You Want It, Where You Need It

Gain greater visibility into your Dynamics 365 for Sales & Service within the productivity tools you use today. Surface contextual information about your prospects, customers, and contacts guide you through your sales and support services. Common data service (CSD) not only surfaces information from your CRM application but also your operational and other 3rd party sources -- your team can rely on information that is meaningful to their pursuits.