♦ Deliver value at every touchpoint and personalize every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s journey.

♦ Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line.

♦ Create a single, consistent service experience through a threaded view of the customer experience. Ensure that every customer receives a unified experience, even if their case is transferred between agents or across channels.

♦ Optimize agent performance and improve customer engagement by analyzing operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

♦ Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them by using custom entity routing embedded in Customer Service omnichannel capabilities.

♦ Measure and act on customer feedback submitted through surveys after every service engagement by combining customer data with survey insights from Microsoft Forms Pro, included with Customer Service.

♦ Transform your break/fix service model into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.

♦ Reveal insights from your data with AI when compiled in a single secure location. Realize its full potential by combining Customer Service with industry-leading AI apps—including Microsoft Power Virtual Agents, Customer Insights, and Customer Service Insights.