Real-time transcription reduces the need for manual note-taking. Now the agent can refer back to what the customer said without having to ask the customer to repeat information.
Meet the customer where they are.
Customer contact is crucial when working with sales and service. With Omnichannel in Dynamics 365 Customer Service, your company has the opportunity to use a wide range of communication tools, so you can always meet the customer right where they are.
Omnichannel makes it possible to communicate directly from the CRM system using SMS, telephony, Microsoft Teams, chat, chatbots, and social media channels such as Facebook, Twitter, WhatsApp, and other popular services.
By Dennis Rasmussen, Office365 & Dynamics365 Consultant, Micropartner
All the information at your fingertips.
Having as much information as possible about a customer allows us to optimize both sales and service, as well as the customer’s experience of contact with the employee. One of the biggest challenges for customers in contact with sales and customer service is that they often have to provide the same information again and again each time they speak with a new employee.
To avoid this, sales and support staff must have access to all the information the customer has provided, including information about the product or service issue, case history, related cases, and the customer’s location.
When sales and support staff have this information, they spend less time finding relevant information about the customer, resulting in faster handling of inquiries and more satisfied customers, as cases are resolved in less time.
The customer overview collects all this information on one page that can be displayed when an employee accepts an incoming request from any channel. This allows the employee to quickly find the relevant information and see an overview of the complete information about a customer, such as:
- Customer (contact or company)
- Conversation history from all channels
- Active case
- Older cases
- Timeline with overview of all past interactions with the customer
- Sales and products associated with the customer
In addition, the customer overview may also include data and analytics on the customer collected via Microsoft’s extensive Customer Insights service, which can collect data on all the interactions a customer has had with marketing material, products, and cases in your company, among other things.
Here is an overview of a customer while using the chat window. Here you can chat with the customer while simultaneously viewing relevant information such as name, address, contact information, cases, and a timeline with an overview of all previous interactions and communication with the customer.
Phone (Voice Channel)
Giv dine kundeservicemedarbejdere mulighed for at kommunikere med kunder i telefonen for at løse problemer ved hjælp af talekanalen i Dynamics 365 Customer Service. Mens mange kunder i stigende grad anvender chat, SMS-meddelelser og sociale medier til at engagere sig og anmode om support fra organisationer, er telefonopkald fortsat en meget vigtig kommunikationskanal.
Med talekanalen giver Omnichannel til Customer Service medarbejderne mulighed for at modtage og foretage opkald via offentlige telefonnetværk (PSTN) via indbyggede opkald i Dynamics 365 med AI-drevne funktioner i realtid, f.eks. live synspunktsanalyse og AI-baserede forslag, der øger medarbejderproduktiviteten. Omnikanal til Customer Service indeholder et omfattende sæt værktøjer til analyser og yderligere indsigt, herunder en række AI-baserede redskaber:
Real-time translation of transcriptions can make employees who assist customers in different regions and across multiple languages more confident in their interactions with the customer.
Social Media channels
Social media channels such as Facebook, LINE, Twitter, WhatsApp, and WeChat provide an incredible opportunity to leverage the developments in social media in an efficient way and provide your customers with a more seamless and better-tailored collaborative experience. In addition to popular social channels, you can create your own custom messaging channel.
Many customers use social media channels like LINE for their personal communication needs. Many also prefer to use these messaging channels to communicate with businesses. The asynchronous nature of these channels allows customers to get their issues resolved when they have time, unlike real-time channels like Chat for Dynamics 365 Customer Service, where the session ends when the chat window is closed.
Virtuel Agent (chat bot)
With Omnichannel, it is also possible to use Virtual Agents. A Virtual Agent is a chatbot that can be set up according to the company’s needs. Virtual Agent enables companies to automate regular conversations so that employees can focus on high-value customer interactions.
When a conversation is escalated from a Virtual Agent to an employee, the employee can see the full extent of the conversation and continue where the virtual agent left off, while in direct contact with the customer.
With the integration of Virtual Agents with Omnichannel for Customer Service, you get the following options directly from your CRM system:
Here’s an example of setting up a virtual agent and a testing window where you can chat with the virtual agent to see if it works as intended.
Analyse the mood of the customer
With Omnichannel for Customer Service, you can use an AI tool that continuously analyzes the customer’s mood throughout the entire session with your agents. This is called “sentiment analysis.”
The analysis takes the customer’s six most recent responses and evaluates their mood based on them.
This feature is intended for multiple purposes:
- It can help customer service managers or supervisors improve the team’s efficiency and enhance customer satisfaction.
- It can also help individual agents assess the customer’s mood to provide the best possible experience for them.
- It is also possible to set up rules where notifications are triggered if a customer’s mood is evaluated to be too negative, and rules that can direct customers to the system best suited to their mood.
If you would like to learn more about what Omnichannel can do for your business, we are always ready to have a conversation. Please feel free to contact us for more information.
Our team of experienced and dedicated consultants is always ready to help and guide you, so you can make the best decision. Whether you need advice or want to have a personal demonstration, we are ready to assist you.
Contact us today through the form, and we will get back to you as soon as possible.
You are also welcome to contact us directly at Tel.: 70 88 67 83
