Every company wishes its products would function reliably and effortlessly for all customers, all the time. Customers would prefer not to contact customer service to resolve a problem. But these are not realistic goals for either group.
Difficulties will inevitably arise. Customer questions and concerns will always emerge.
To make things as productive and easy as possible for both customers and service agents, you want to have a state-of-the-art digital contact center. Tapping into the power of self-service options and conversational AI provides that first point of contact that can often head off problems and allow customers to get back to work with your product more quickly.
Live agents are essential, but they need help
You cannot rely on self-service alone, of course. If customers cannot reach an actual person when they need or want to do so, they will be frustrated. Frustration may encourage them to move on to another company and another product.
A truly comprehensive and efficient digital contact center will, therefore, not just provide excellent self-service options but also empower customer service agents to access data seamlessly, enable multitasking and connect the entire customer service team so that answers are provided accurately and speedily.
The Microsoft Digital Contact Center Platform (DCCP) can do just that for your company, elevating customer service to a customer experience that will make your company a trusted provider and keep your clients on board.
Data at their fingertips
Microsoft DCCP speeds the authentication process—including with such advanced technology as voice recognition through Nuance—and provides access to customer information from a single screen without the agent needing to manually switch from one application to another. It also assists your customer service team by providing AI-recommended knowledge articles that can help move toward a satisfying solution for customers as quickly as possible.
In addition, the platform equips agents with personalized conversational intelligence, including sentiment analysis, to better understand customer emotions and needs. It also provides next-best response and offers recommendations that help agents go a step beyond mere problem-solving to engage in more upsell and cross-sell opportunities.
Connected channels provide better efficiency
Microsoft DCCP is powered in part by Microsoft Dynamics 365 Customer Service and it extends the power and reach of this service by connecting channels more seamlessly. Agents can manage customer requests from any channel—they can even handle multiple sessions at the same time. With a single and unified interface, agents can access data more easily while juggling multiple tasks. This resolves issues faster, and you will have happier customers and lower support costs.
Microsoft DCCP also automates the process of bringing agents and other experts together to resolve an open case through intelligent case swarming. With a single click, agents can collaborate with colleagues matched based on skillset and expertise.
Better customer experiences build loyalty
Giving customers self-service options while also allowing them to painlessly connect to agents who have all the necessary tools ready is a win for all parties involved. Your customers can see you as a trusted partner rather than simply a product or service provider. Your customer service agents, in turn, can put their skills to work more quickly to resolve issues and feel more supported and empowered to satisfy and retain customers.
In addition to Dynamics 365, Microsoft DCCP pulls together several components of the Microsoft technology stack, including Power Platform, Azure, Teams, Customer Voice and Nuance.
Understanding your customers’ behavior and expectations is critical in creating a positive experience for them. Microsoft DCCP helps you meet your customers where they are across all channels so that you can reduce costs, drive revenue, enhance productivity and increase customer satisfaction. Put DCCP to work for you so that you can have a 360-degree view of customers’ information and their interactions with your organization, solve their problems more effortlessly and boost your digital contact center to the next level.
Want to learn more? Read our eBook, Engage Customers with a True Omnichannel Experience.