Alex is a customer service agent
for an electronics company that
depends on Microsoft Dynamics
365 Customer Service,
to provide customers with the
best experience and outcomes.
Because of the built-in agent
productivity tools to automate
processes and his 360-degree
view of each customer's journey,
Alex is empowered to ensure every
customer receives a single,
unified experience,
even when their cases
transferred between agents
or across channels.
Here, Alex receives a
new conversation request
from a customer named Mae.
Before accepting the conversation,
he proactively scan
Mae's customer profile
to gain a clear
understanding of her needs.
Alex then looks through a timeline of
Mae's previous interactions
and her self-service history.
Next, he reviews the
transcript summary of
her most recent conversation with
one of his company's virtual agents.
With all this context,
Alex can now pick up the conversation
right where the Virtual
Agent left off,
providing a seamless experience with
no need to request repetitive
information from Mae.
Because he's new in the role,
Alex uses the agent
scripts widget to follow
company conversation
guidelines to greet Mae,
and dive into resolving her issue.
Using contextual cues on the
primary topic of Mae's question,
smart assist recommends
best practices from
a similar case to advise Alex
how to resolve the issue,
plus offers a macro to
expedite the resolution.
Afterwards, Alex asks Mae
to complete a customer
satisfaction survey,
and she confirms the
experience was helpful.
Her sentiment registers in
the conversation panel.
Make smarter recommendations
with agent facing bots that use
contextual data about
customers and your business,
to empower agents to be more
productive and avoid escalations.
With these embedded
productivity features,
agents of all experience
and skill levels are able
to guide customer issues
to quick resolutions,
using best practices pulled
from previous similar cases,
and the brand approved language.
Deep in engagement and loyalty,
by creating a consistent service
experience for every customer.
Get started today with
agent productivity tools
that enable streamlined,
scaled, automated processes in
Dynamics 365 Customer Service.
[MUSIC]
