Microsoft Dynamics 365 Customer Service is a module that streamlines knowledge and case management for companies through customer service automation. It empowers organizations with a complete overview of customer data and helps them enhance customer service capabilities with advanced dashboards and reporting features. The module is part of the Dynamics 365 Customer Engagement platform and is one of the most reliable tools for customer engagement and service in the modern-day business market. In this article, we will discuss a one-touch resolution concerning Microsoft Dynamics 365 Customer Service and explore the role of Microsoft Dynamics 365 partners concerning implementations and customizations of the module.
One-touch resolution in Microsoft Dynamics 365:
The one-touch resolution was previously known as the first call resolution. However, when the telephony age died, and the digital age was born, the name changed to first contact resolution or one-touch resolution. It is measured as a percentage of the clients that had their cases resolved as soon as they got in touch with customer service. So, let’s say company x has 1000 cases, out of which 87 were settled in the first contact, then company x’s one-touch resolution rate is 8.7%. A low one-touch resolution means that customers must consecutively follow up or reach out to support teams to have their issues resolved. Furthermore, since customer service directly impacts customer retention, a low one-touch resolution % also means the company is losing its customers.
Alternatively, a high one-touch resolution means that a company is doing well in ensuring that client complaints and queries are dealt with promptly. This allows for long-term relationships to be fostered. One-touch resolution benefits every company, regardless of size and industry, from manufacturing companies to service-oriented businesses. Not only does one-touch resolution help improve customer satisfaction, but it also reduces costs for the company.
One-touch resolution helps the organization improve customer experience, optimize costs, and maximize revenue from their customers. This makes one-touch resolution an organization’s most significant key performance indicator (KPI). Unfortunately, not many organizations have measures in place to track this KPI.
Improving one-touch resolution with Dynamics 365
Most companies employ a tier-based resolution system in which the clients reach out to a Tier 1 customer service representative. If the representative cannot solve the problem, Tier 2 support personnel are engaged. This system is very expensive and often frustrates customers (Tier 1 support is not exactly stellar). One-touch resolution rates are an important indicator of success for companies employing different customer relationship management methods. Microsoft Dynamics 365 Customer Service is the ideal way forward for companies who want to ditch the two-tier model and create a user-friendly and effective workflow. Dynamics 365 Customer Service has many impeccable features that assist companies in driving high one-touch resolution rates by utilizing Microsoft Dynamics 365’s amazing customer service application. These features include:
- Self-service capabilities:
Microsoft Dynamics 365 Customer Service is a part of the Dynamics 365 offering – this means that it allows customers to benefit from smooth integrations with the entire Microsoft technology stack. Customers can leverage Power Apps to create a knowledge base, community chats, FAQ platforms, etc., to help customers with their support queries. Clients can also collaborate to find problem fixes without engaging customer support overall. If your company has employed a Microsoft Dynamics 365 partner, then the partner can easily set all this up for you and reduce your effort and expenses. Therefore, Dynamics 365 Customer Service enhances self-service capabilities, translating into customer retention, increased business transactions, and a good market reputation.
- Chatbots for customer service:
Power Virtual Agents is another part of the Microsoft technology stack – it allows companies to automate the day-to-day conversations freeing up customer service agents to dedicate their time and attention to higher-value cases. Chatbots help companies provide customers with support services around the clock. These chatbots are powered by AI and are programmed to resolve various issues. Power Virtual Agents has multiple features that help companies streamline customer service.
It offers real-time transcriptions and translations, live sentiment analysis, etc. These features work towards the company’s advantage as it helps improve the existing knowledge base.
- Knowledge Management:
Client information needs to be accessible to customer service reps. Without client information, they cannot successfully provide customer support. Microsoft Dynamics 365 Customer service helps customers resolve such issues with an advanced knowledge base functionality. Customer service representatives can easily access the knowledge base to find relevant information. This drastically improves one-touch resolution rates as representatives do not need to go back and forth hunting for required information.
Microsoft Dynamics 365 Partners for customer success?
A Microsoft Dynamics 365 Partner will help companies set up their Dynamics 365 for the Customer Service application and help them optimize their application to meet its utmost needs. A Microsoft Dynamics 365 Partner can guide companies on how to leverage the many functionalities of the platform and help them increase the utilization, acceptance, and benefits of the system within their organization. Microsoft has many certified partners who are licensed to help companies set up their Microsoft applications and services.
Conclusion:
This article discussed how Microsoft Dynamics 365 Customer Service is an ideal application for companies wanting to increase their one-touch resolution rate. By increasing the one-touch resolution rate, companies can benefit from increased customer retention, profitability, and business value. If you would like to know more about how your business can obtain Dynamics 365 Customer Service for their business, leave a comment below.
