Thanks to its efficient data analytics, Microsoft's Dynamics 365 is a very popular service for businesses. It uses data to make decision making in various departments easier and more productive. And customer service is a sector that benefits a lot from this system.
If you want to get to know Dynamics 365 better, you should start with the basics. Below we'll break down how the overall software works. Then we'll elaborate on what its specialized Customer Service Insights and high-tech features can do for your business.
What Is Dynamics 365?
As already mentioned, Dynamics 365 uses cloud technology to organize your business better. In official terms, it focuses on Enterprise Resource Planning (ERP) and Customer Relationship or Engagement Management (CRM), but it also offers a range of extra add-ons.
In essence, Dynamics 365 is a super-efficient set of programs for collecting, analyzing, and using data in different ways. Whether you need the whole Microsoft package or a single application, Dynamics 365 makes managing your corporate affairs much easier.
When it comes to Microsoft's pricing, you can enjoy a 30-day free trial. After that, it all depends on what you want from the company and whether you already have a Dynamics 365 app. For example, the Customer Service Enterprise license costs $95/month if it’s your first app, but can be half that or even less as a subsequent buy.
Data Analytics Explained
Basically, Dynamics 365 reads your digital records, from your sales and website visitors to how much your vehicles are used. Then it finds patterns. Whatever you ask for, this software will put the numbers together in clear reports, including charts, percentages, and helpful insights.
From these patterns, you can tell how the business or a specific department is doing, which lets you take effective action. For example, you can enhance services that customers like, counteract problems before they occur, or motivate and support workers with more helpful solutions.
The data industry continues to grow with the digital age, gathering a great array of data analytics software tools. While you don’t need to become a scientist, learning about it as a business owner is a good practice.
How Dynamics 365 Works
For starters, Dynamics 365 is a cloud system based on Microsoft’s Azure. Everything happens online and through the company’s servers, so you don’t need to download anything, and you can access your applications from anywhere with an internet connection. Internet of Things technology plays a big part in this too.
If you’re a dedicated Windows user with lots of Microsoft products at your fingertips, you’ll be happy to know you can connect them all together. So Dynamics 365 can link to your Outlook, Office 365, and Teams accounts, as well as other compatible programs.
Finally, Dynamics 365's close-knit grid works for any corporate needs. Beyond tools for CRM (like Marketing) and ERP (like Finance & Operations), there are many other useful features to choose from as well.
The Dynamics 365 Layout tool, for example, gives VR capabilities, while Guides helps train your staff and improve your overall performance. Even AI add-ons are available for sales and customer-related services.
What Is Dynamics 365 Customer Service Insights?
As the name suggests, customers benefit a lot from Dynamics 365, but so do agents engaging with them. The features on offer really are wide, letting you research data, communicate effectively, solve problems, and create a smooth working environment.
The basic application alone can strengthen your organization skills and relationship with customers. But an AI boost to Dynamics 365's programming will increase your productivity even more. Explore its advantages in more detail and think about how they might apply to your circumstances.
Customer Insights
Dynamics 365 is mainly about data and using it so your business can reach its very best in performance and status. The customer service side of the system makes the most of available data so you and your staff can keep consumers happy, while also communicating with them better.
How many people visit your website? How many sales do you make each month? What products are most popular and why? You can find answers to such questions in the app’s reports. But Microsoft goes beyond showing you consumer trends.
If a customer reaches out with a question of their own, or even a complaint, you can bring up a profile of their activities. This can include details like purchases, feedback, and previous interactions. Keep in mind, though, that you need the customer’s consent before you start collecting such data.
By bringing you up to speed with their details, Dynamics 365 lets you help individuals in the best way for them. You can help them faster this way, too. Looking at group patterns also gives you a good idea of people’s general likes and dislikes, which your business can then address.
Staff Support
Customer Service Insights goes into a lot of detail when analyzing your business’s performance. For example, you won’t just get individual profiles of customers, but also a dashboard showing cases over a specific period.
You can see what issues come up the most, as well as what channels customers use to contact you, their average sentiment, and your average resolution time. Considering how analysis tools like this you’ll get, all this information can be overwhelming at first. But the more you practice using them, the easier it'll get.
Microsoft designed Dynamics 365 to be as easy to learn as possible. In case you still struggle, the company’s customer helpline is always available. Whatever the case, it shouldn’t take long to understand how to navigate the different interfaces and, above all, start reading the data.
The cross-platform accessibility is another plus for busy workers with multiple devices. On top of that is Dynamics 365’s ability to interact with customers via all popular methods, from voice and live chat to WhatsApp and Messenger.
Dynamics 365 addresses basic needs of customer service staff. Clear communication and client profiles alongside a smooth, straightforward user experience make everyone's lives much easier.
AI Assistance
What the Dynamics 365 AI add-on provides Microsoft’s system is more intelligence and automation, another thriving tech sector with tools perfect for time-saving entrepreneurs. These qualities can support both customers and workers in different ways, far beyond data analytics.
When someone contacts the company, for example, they can go through self-service portals to try and resolve any issues quickly. The AI program could even recommend articles from your blog to guide visitors and staff on related topics.
When analyzing your business’s data, you’ll also get handy suggestions, which improve as Dynamics 365’s software learns from the business. If you have several customer service agents with a range of responsibilities, this intelligent system can automatically distribute cases to the right people too.
The perks don’t end there. In addition to transcripts, an agent can rely on the AI’s sentiment analysis to pick up on emotional patterns in customers' emails or texts. By choosing their words and actions carefully, the agent can then steer interactions towards positive solutions.
Refine Customer Relations With Dynamics 365
Dynamics 365 is a complicated program that needs knowledge and lots of practice to master. Make sure you know its ins and outs in relation to your company, whether it’s a startup or major corporation.
But, even though we only scratched the surface of what Dynamics 365 can do, its power and usefulness are clear. For one, the insights and smart tools open to you can help amass happy and loyal customers, invaluable to any successful business.