The modern environment demands a customer-centric approach for organizations to remain competitive. The need of the hour is for you to use virtual agents to increase customer satisfaction and improve retention.
A good customer experience is the key to a business’s success today. With the rise of digital platforms, enterprises need to focus on delivering the best possible experience across the channels customers prefer.
Modern customer service software like Microsoft Dynamics 365 Customer Service can bring about a significant transformation in the way you serve customers. It provides modern features that not only help deliver exceptional experiences but also simplify customer service agent’s tasks.
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Using Dynamics 365 Customer Service, you can:
– Route customer cases (intelligent routing) to the right skilled customer service agent
– Improve customer satisfaction using AI-embedded insights and analytics
– Provide omnichannel support and manage interactions across channels
– Record all conversations with customer service agent and customer
– Schedule services and join chats with other team members
– Use dashboards and reports to manage performance and productivity
In an age where the voice of the customer has greater value than ever, giving less importance to customer experience is not beneficial for business. Delivering great customer experience is significant to an organization’s overall success as it helps you win customer trust and revenue overall.
If you intend to deploy a Microsoft Customer Service solution, seek expert guidance from Microsoft Gold Partners.
Positive customer experiences open doors for future customer purchases. Customers who have received valuable experience are likely to repurchase and they endorse your products to their relatives, colleagues, and friends. Your business can leverage AI (Artificial Intelligence) to foster customer connections and experiences.
Here, we focus on how AI-enabled Virtual Agents help you elevate customer satisfaction by delivering the best service
Frictionless experience
Customers love to engage whenever and wherever they want on any device. So, creating a seamless experience through every customer touchpoint is crucial.
One of the ways is virtual chatbots. Implementing chatbots provides a seamless experience by enabling you to grab your customers’ needs and recommend the most suitable products to them.
Chatbots not only improve customer experience but also meet the expectations of today’s customers while providing accurate and quick answers.
Deploying chatbots across touchpoints helps you deliver a seamless experience and win customer loyalty.
Self-service solutions
Customers expect quick solutions and answers. A self-service knowledge base offers a friction-free experience.
AI-enabled self-service portal provides information and resources to help customers find answers and resolve their problems. With a self-service portal, customers get immediate answers and content they want on any device.
You can create a self-service solution that is available 24/7 to solve customer issues. This provides an opportunity to resolve product or service issues and improves positive customer experience.
Virtual agents
What happens when the self-service solution fails to address customer issues? This will leave your customer frustrated and irritated.
You can quickly address and resolve customer issues by deploying AI-powered virtual agents. This frees up agent’s time and allows them to focus on more complex matters.
Integrating smart chatbots within the self-service portal gives your customers a good option to quickly resolve their matters efficiently. For example, if a customer cannot find out the answer, they can type in the chatbot the issue they face. Chatbot can understand the issue with natural language recognition capability and provides an answer or transfer the case to live chat agent.
When a customer logs into your self-service portal, the AI-powered chatbot can identify the customer, understand which product or service they are inquiring about, and retrieve all the customer details Chatbots can reduce customer’s waiting time while delivering a personalized experience.
Personalize customer experience with chatbots
Chatbots are great tools for personalizing customer interactions. Recognizing customers and their purchase history with chatbots helps differentiate your brand and create a more personalized experience. Additionally, offering product suggestions based on can uplift your brand image and personalize experience.
Chatbots can recognize cross-sell and up-sell opportunities, and when customers are able to navigate through these opportunities, they spend more time than they initially intended. For all these reasons, AI-enabled chatbots have a crucial role in delivering great customer experiences and maximizing revenue for your business.
Improve chatbot performance using an analytics tool
You can measure chatbot performance and discover areas of improvement using analytics applications. AI-enabled analytics tools help you have a close watch on emerging issues and how they affect customer satisfaction levels. In the past maintaining and updating chatbots was tiring and time-consuming and it needs the support of subject matter experts and developers.
Now it is simple to develop and maintain chatbots and provide current content. This helps to create positive customer experiences.
Implement Microsoft Dynamics 365 Customer Service with Microsoft Dynamics 365 Partners
You can implement virtual agents for self-service with Microsoft Dynamics 365 Virtual Agent for Customer Service. Dynamics 365 Virtual Agent for Customer Service empowers your service teams to create powerful chatbots. It allows both technical and non-technical experts to create and monitor customer service chatbots.
With the vast capabilities of Microsoft Power Virtual Agents and AI-enabled analytics of Microsoft Dynamics 365 Customer Insights, you can deliver friction-free customer service and resolve customer issues quickly and promptly.
If your business is in any of the Middle East, Asia, Africa, Europe, or North American countries, you can seek the expertise of Microsoft Dynamics 365 consultants or Microsoft Dynamics 365 Partners in UAE, Saudi Arabia, Qatar, Oman, Bahrain, Jordan, Kenya, Germany, Canada, Pakistan, and India to get D365 implemented. They customize Dynamics 365 Customer Service as per your business requirements and also provide integration with other Microsoft tools.
