Establishing an efficient customer service system is essential to increase customer satisfaction and preserve solid connections. Dynamics 365 Customer Service provides a comprehensive solution for customer service management, but there are a number of things to take into account before putting it into use. We will review the important items to think about while setting up Dynamics 365 Customer Service.

Considerations for Setting up Customer Service

Licensing and Functionality

The licensing for the Dynamics 365 OmniChannel app is separate from the licensing for Customer Service. To make the OmniChannel features available, organizations must buy both licenses. Personal phone lines can be set up through Teams, but OmniChannel functionality requires additional licenses for customer support and digital messaging. To ensure cost-effectiveness, it is crucial to assess the additional license costs and identify the precise user requirements.

Cost

Each of the two licensing options—Customer Service and the OmniChannel digital add-on—costs about $100 per user per month. The entire budget needs to account for this added expense. To maximize the return on investment (ROI), it is necessary to project the number of people who will actively use the OmniChannel capabilities.

Call Center Size and Complexity

Microsoft is targeting larger businesses with complicated needs for the OmniChannel add on feature of Dynamics 365 Customer Service. The Microsoft 365 stack includes choices for small enterprises, such as Teams and Power Apps, but Dynamics 365’s full capabilities are best suited for bigger teams with complex customer care scenarios. Consider the size and needs of your business to see if the extensive features of Dynamics 365 Customer Service are a fit.

Efficiency and Automation

Features for automation are available in Dynamics 365 Customer Service, which can greatly increase productivity. Power Virtual Agents (PVA) can be used to conduct first client encounters which saves agents’ time from having pointless talks. Organizations can speed up customer interactions, maximize agent productivity, and improve overall efficiency by automating some duties and deploying Power Virtual Agents.

Dynamics 365 Customer Service implementations need to be planned and thought out carefully. Important first steps include understanding the licensing requirements, calculating the extra expense, and determining whether the solution is appropriate given the size and complexity of your company. Additionally, utilizing Dynamics 365’s automation features can boost productivity and increase the overall customer service experience. By taking these considerations into account, businesses can make informed decisions and successfully set up Dynamics 365 Customer Service to meet their specific needs.

Check out our podcast episode to learn more!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience