Microsoft Dynamics 365 Customer Service

  • Satisfied customers thanks to fast and personal service
  • Less waiting time thanks to smart AI and self-service
  • More efficient teams that resolve more cases in less time
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Build strong relationships with excellent service

Customers expect fast, personalised and consistent support. But without the right overview or tools, questions become fragmented and customer satisfaction declines. With Microsoft Dynamics 365 Customer Service, you can offer every customer a smooth experience, regardless of the channel or complexity of the query.

Whether it's self-service, chat, phone or email, your service team gets a complete view of the customer, can resolve issues faster and uses AI to act proactively. This transforms support from a cost centre into a real driver of customer loyalty.

The benefits of Microsoft Dynamics 365 Customer Service

  • 360° customer view: all customer interactions and data in one place for fast and personalised service.
  • Fast problem solving: automatic workflows and smart tools reduce waiting times and increase customer satisfaction.
  • Multi-channel support: email, chat, phone or self-service, your customers always receive consistent service.
  • Proactive service with AI: predictions and recommendations help your team prevent problems before they escalate.
  • Efficient team management: clear planning, tasks and follow-up so your support team can perform optimally.
  • Data-driven insights: reports and dashboards show trends and continuously improve service quality.

AI agents that enhance your customer service

With Microsoft Dynamics 365 Customer Service, AI agents can help your team work smarter and assist customers faster. For example, they can automatically categorise and prioritise incoming tickets, answer frequently asked questions instantly, or suggest relevant knowledge articles to your agents. Follow-up tasks, such as reminders or notifications to colleagues, are also automated, allowing your team to focus on more complex cases. This improves response times, increases customer satisfaction and allows you to work more efficiently, without compromising on service quality.

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Frequently asked questions about Microsoft Dynamics 365 Customer Service

What is Dynamics 365 Customer Service and what do I use it for?

Dynamics 365 Customer Service is a platform that allows you to manage customer queries centrally and efficiently. You can follow up on cases, monitor SLAs and offer support via multiple channels such as telephone, chat, email and self-service. Thanks to smart workflows and AI tools, you can improve the customer experience and increase the productivity of your service team.

How do I measure customer satisfaction in my service process?

Dynamics 365 Customer Service helps you measure customer satisfaction using KPIs such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score), which are automatically collected after each case. Dashboards show your SLAs, response times and first-contact resolution. AI analyses the sentiment in conversations and emails, allowing you to quickly detect trends and risks.

How does omnichannel work in Dynamics 365 Customer Service?

With Dynamics 365 Customer Service, you can manage all customer interactions, from chat and email to social media and phone calls, in one clear interface. Employees immediately see the full customer context, enabling them to respond more quickly and provide more personalised assistance.

How does Copilot assist my team in Dynamics 365 Customer Service?

Copilot is your built-in AI assistant in Dynamics 365 Customer Service. It helps employees with automatic case summaries, suggestions for next steps, and drafting responses.

Is there a self-service portal available for customers?

Absolutely. With Dynamics 365 Customer Service, you can offer your customers a user-friendly portal where they can find answers, register cases and track their status themselves. This increases customer satisfaction and reduces the pressure on your service team.

Strengthen every customer interaction

Microsoft Dynamics 365 Customer Service works best in combination with Customer Engagement. By integrating Customer Insights and Sales, you gain a complete picture of your customers, improve your follow-up and create personalised, relevant experiences with every interaction. Discover how this integration can take your customer relationships to the next level.

More about Customer Engagement

Ready to improve your customer service?

Tell us what you're facing today. Our team is here to help you respond faster, work more efficiently and enhance every customer interaction with Microsoft Dynamics 365 Customer Service. Fill in your details and discover how we can work together to take your service to the next level.

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