How to Deliver Proactive Customer Service with Dynamics 365 Omnichannel

Published March 24 2021

It’s always better to be proactive rather than reactive when it comes to customer service. So having the ability to take care of a problem before it escalates is so beneficial to the success of your customer’s journey within your business. Their satisfaction is KEY, so always remaining proactive in any situation is crucial. Webinar: Customer Service – Omnichannel


Proactive Customer Service with Dynamics 365 Omnichannel – Sentiment Analysis Feature

Sentiment analysis lets agents and supervisors proactively address a potential problem before it escalates. For example, let’s say an agent is having a difficult time addressing a customer’s concern over a delivery. The supervisor can see the negative sentiment through the omnichannel conversation dashboard, look at the interaction timetable, and talk with the agent internally while providing guidance on how to resolve the issue.

How to Deliver Proactive Customer Service with Dynamics 365 Omnichannel - Sentiment Analysis Feature-1

The sentiment analysis feature allows supervisors to have the ability to be one-step away at all times and the knowledge of how to improve communication between the agent and the customer.
The sentiment analysis features gives supervisors the ability to determine:

  • How agents are performing
  • Areas of improvement
  • Abandonment rates
  • Channels getting the most attention
  • Which channels need to be improved

It’s incredibly valuable to have information at your fingertips that lets you know how conversations are going, what customers prefer and how to handle situations in an efficient and effective manner.

 

To learn more about how Dynamics 365 Omnichannel Customer Service can help you, download this guide:
3 Tips To Deliver an Omnichannel Customer Service Experience

 

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

 

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