Microsoft Dynamics 365 Customer Service has been recognised as a leader in The Forrester Wave: Customer Service Solutions, Q1 2024, for its capabilities to transform customer service operations.

Based on this, we outline how Microsoft Dynamics 365 Customer Service can enhance service delivery and why it might be the essential tool for an organisation looking to drive up their customer service experience.

World-Class Customer Support

In its assessment of Dynamics 365 Customer Service, Forrester praised the application for its three core themes: “AI for customer self-service, agent assistance, and operational efficiency gains”. These aspects combine to make for an advanced and competitive tool for modernising customer service operations at scale.

Forrester also points to the market adoption as evidence of the platform’s popularity, with a 40% year-on-year growth.

Below we go on to cover some of the features why:

Providing Service Agents The Data They Need

It goes without saying that the agent is crucial for the delivery of effective customer service. With 62% of workers spending too much time searching for information, agents need quick access to necessary data. Dynamics 365 Customer Service is designed to support this providing a unified platform that incorporates all communication channels. Agents can use it to manage multiple sessions simultaneously, driving up productivity through multi-tasking. And with the assistance of AI, automation, and data-driven insights, agents can access all key information and numbers faster.


Copilot: A Game-Changer For Customer Service

Microsoft has pioneered the use of AI within the business place. And Copilot - integrated into Dynamics 365 Customer Service - offers AI-powered assistance to support agents.

Copilot can relieve customer service agents from routine tasks - such as searching and note-taking - enabling them to focus on more valuable customer interactions. It can also generate personalised, accurate responses to customer emails, improving efficiency and satisfaction.

Studies on the use of Copilot in customer services have identified a 22% reduction in case resolution time, highlighting the power of Dynamics 365 Customer Service to enhance productivity.

Delivering A Personalised Service At Scale

While automation is beneficial, Microsoft's vision for Dynamics 365 Customer Service goes beyond efficiency gains. Instead, it aims to drive personalised engagement at scale. The platform includes features for knowledge management and collaboration, driving more effective interaction with customers. At the same time, Dynamics 365 Customer Service can streamline the process of case management and offer a holistic view of service performance. In this way,

Unified Operations

Dynamics 365 Customer Service is a highly effective standalone application for service management. But, as Forrester also notes, it becomes truly formidable when combined with Microsoft’s wider CRM solutions for sales, marketing and field service.

Akita works with organisations to deliver both singular and combined Dynamics 365 solutions, helping organisations to create joined-up workflows and continuous data streams.

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