Automating Customer Service Experience with Dynamics 365 Omnichannel

Published February 22 2021

Automate Customer Service Experiences

Time is of the essence when it comes to customer communication. In today’s world, your clients expect to be helped quickly. Manually addressing each customer case slows down processes and isn’t exactly the most efficient approach. The solution to speed up interactions and communication time is automation.

Omnichannel allows you to use virtual agents on your website that use the pre-chat survey to quickly identify the nature of the customer’s request. Information needed to answer questions automatically are pulled from knowledge articles or CRM/ERP systems.

Customer Self-Service Portal - Dynamics 365 - CRM

There will be customers who wish to speak with a live agent and with the pre-chat survey functionality, you can route the conversation to the appropriate person based on skills (skills-based routing) or expertise (intelligent routing).

 Webinar: Customer Service – Omnichannel

Route Requests to Agents Automatically

Whether there’s a specific language need or specialized topic that requires a particular agent, intelligent routing will push the conversation to agents who specialize in that queue. No one likes a roadblock and with these features within omnichannel, they are eliminated as much as possible.

Want to learn more about how Dynamics 365 Omni-channel Customer Service can help you, download this guide:
4 Secrets to Seamless Customer Service with Dynamics 365 

To learn how customers can benefit from your contact center’s use of Dynamics 365 Customer Service, contact Alithya today.

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