Omnichannel customer service is gaining wide attention across organizations to elevate customer experiences. Providing your customers with the services they expect is crucial to business success. Though many ways are available to achieve success, the most practical option is to adopt an omnichannel customer service.

As you focus on taking your customer service to new heights, it makes sense to implement a powerful application that supports Omnichannel for customer service. If you are a Microsoft Dynamics 365 Customer Service user, you can add an omnichannel for customer service applications and extend the power of Dynamics 365 Customer Service capabilities.

What is Omnichannel Customer Service?

Omnichannel customer service refers to the process that enables you to connect and engage with customers via various channels including social media channels and others. In a digital age where customers like to search and buy products and receive support online, making use of digital channels is essential to become successful.

In an omnichannel approach, you give access to your products, services or support to customers on all channels, devices and platforms. Rather than using a simple website for offering support, you connect with customers via SMS, phone, Facebook Messenger and live chat. Using an omnichannel approach across your sales, marketing and customer service will bring plenty of benefits.

Overview of omnichannel capabilities in Dynamics 365 for Customer Service:

Omnichannel for Customer Service provides a range of capabilities that improves the power of Dynamics 365 Customer Service. It enables customer service agents to engage with  customers effectively and efficiently across digital messaging channels such as social channels, Microsoft Teams, SMS, and custom messaging. Utilize omnichannel for customer service to manage conversations, queues, and route conversations to right customer service agent.

Agents can automatically identify customers and interact with them using their complete details. The application also offers integrated communication, real-time notification, and productivity tools like knowledge base integration, search, and more.

With access to accurate and up-to-date information in the knowledge base, customer service agents can resolve customer issues in a prompt manner, improving customer satisfaction in the service. This helps to reduce the call handling time of agents to deliver the best service possible.

In addition, customer service managers get insights about agent’s performance and the use of social media channels. Depending on your business needs, you can customize the solution with the help of Dynamics 365 experts.

What benefits do you get with Omnichannel Customer Service?  

Customer reach: With an omnichannel customer service approach, you can connect to your customers where they are. They do need to search to locate you. Wherever they are, your products, services and your support are just a phone call, social channel message, an email away.

Maximize profits: When you give access to your products to customers on all channels, it becomes easy for them to reach your products. When prospects are interested in your products, they can find products on all platforms and channels and buy. This maximizes revenue.

Improved customer satisfaction: Consistent service delivery across digital channels improves customer satisfaction. Your customers will be happy if they can reach your customer service team or sales team via various channels. Or if they can buy their desired products easily regardless of the device and location. This indeed improves customer satisfaction and customer retention rate. Moreover, they will visit you in the future and recommend products to their relatives and friends.

Creating an omnichannel experience is essential to become successful in today’s business landscape. Whether customers buy online from a mobile device or from a desktop, by telephone or from a physical store, customer experience should be exceptional and frictionless.

Omnichannel approach depends on how well the integration between the channels your business is active. And when you plan to deploy the technology that supports the omnichannel customer service approach, deploy Microsoft Dynamics 365 Customer Service with the right consultation from Microsoft Gold Partners.

LITS SERVICES has a dominant position as the recognized Microsoft Gold Partner that helps organizations to achieve end-to-end transformation using Microsoft Dynamics Solutions. As an experienced industry leader, our Dynamics 365 experts helps to adopt an Omnichannel approach using Microsoft Dynamics 365 Customer Service application.    

We help you add support channels and recognize a common pattern across all channels to deliver personalized service. The final solution will be in such a way that your customers can reach their favorite brands across multiple channels and platforms easily.

It enables your service agents to use various channels such as chat, voice, SMS, Social media channels, direct messaging channels, and collaboration channels. The social media channels that can be integrated are Facebook, WhatsApp, Twitter, WeChat and LINE. You can add more channels such as Telegram via custom messaging application.

If you want to help your customers via SMS, use the SMS channels such as SMS through Azure communication services, SMS through TeleSign, and SMS through Twilio.

So, you get an idea of what omnichannel approach is and the technology to achieve it. The next step is to deploy the solution that benefits you with the help of a leading Microsoft Dynamics 365 Implementation partner in the UAE. Get expert consultation from Microsoft Gold Partners. LITS SERVICES is also the leading Microsoft Partner in Saudi Arabia, Qatar, Oman, Bahrain, Kenya, Pakistan, and India.