Customer Service

Examine with us the problems that Jason has faced in his Company’s Customer Service

Jason owns a fully equipped call center for the telephone support of his customers. His company deals with information technology solutions. After the completion of their services, they provide maintenance contracts to their customers. The company's workload has often management problems and difficulties in the completion of certain cases.

Analyze the Needs

Customer Management

Specifically, the bulk size of phone calls often creates problems in management and customer services. Response time often exceeds the estimated time, increasing essential customer complaints. The delay in answering the phone calls results in some cases being forgotten or in other cases to be left behind, having a severe impact on solving time and the SLA’s contracts.

Overdue renewal of contracts

Case management becomes extremely difficult and the balanced hours from a contract are not transferred correctly to the next one. The existing customers often request upgraded contracts, adding supplementary services. Due to the workload, such requests often do not reach the accounting department, arising new problems, and causing delays in invoicing, leading to the loss of new opportunities.

Management of Agents

The management of cases becomes extremely difficult when there is lack in writing down the hours of someone's occupation on a case. Moreover, there is not a knowledge base with easy access to the solving of frequent cases.
Due to the current model of customer service, the business expenses have tremendously increased without the desirable results for the business. Meantime, Jason has no data available of the customers so that he can be aware of and control the percentage of growth from year to year.

Ameliorate the Customer Service

The Dynamics 365 platform is available to reform the way you communicate with your customers!

Give your customer an additional channel of communication and ticketing to emails and phone calls. Include AI (Artificial Intelligence) solutions in all channels. Essentially increase customer communication by providing unique customer service experience!

Adopt a solution according to your needs, utilizing Dynamics 365 Customer Service! Connect all channels to create new cases and offer your audience an end-to-end service! Utilize at the utmost all information of your audience providing a 360 view of your customers and their contracts! Facilitate the work of your employees by creating automated rules, creating and assigning cases and save time by always finding the proper agent. Do not ever lose the SLAs of your customers and improve the response and resolve time of cases. Create a knowledge library and assist your agents to have direct access to the information they need or automatically solve the case without any agent’s contribution.

Make your employees work more effectively by strengthening the cooperation between separate groups. Make the utmost effort to render services to your customers providing CX that increases fidelity and trustworthiness.

Create a consistent CX strategy and essentially decrease the cost of services for your audience. Facilitate the work of customer support easily by improving the first call resolution. Utilize AI and transfer the request to the appropriate representative.
Obtain a full report on the productivity of your agents, the hours of your contracts, and the response time of customer service.

The needs of your business relate with those of Jason’s?

Do not compromise with solutions that do not fit your business. Schedule and adopt a solution according to your needs!