Experience Omnichannel Customer Support With Dynamics 365

By Author: Maria
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Dynamics 365 connects multiple communication channels into a single agent workspace. All interactions appear in one timeline. Agents see chat history, emails, social messages, and call logs in the same record. This gives them context before responding. It also reduces the time spent searching for information.

With Dynamics CRM consulting services, companies can map each customer’s journey into a central profile. This includes purchase history, support cases, and previous resolutions. Dynamics 365 consulting services ensure that the platform links with ERP, billing, and inventory systems. This lets service teams answer account, order, or product questions without leaving the dashboard.

Introduction to Omnichannel Support

Customers now expect help on every channel they use. This includes email, phone, chat, social media, and self-service portals. They want to move between channels without losing context. Omnichannel support means connecting all these touchpoints into one conversation. It removes repeated questions and improves service speed. Microsoft Dynamics 365 makes this possible with an integrated platform.

Top ...
... 3 Features for Omnichannel Experiences

Live Chat

Live chat lets customers reach you directly from your site or app. Chats are routed to available agents or AI bots. AI handles common questions, while agents take over for complex issues.

Social Media Integration

Dynamics 365 pulls messages from Facebook, Twitter, and WhatsApp into one queue. Agents reply from the same workspace without logging into each platform.

Self-Service Portals

Custom portals let customers log cases, check status, and use a knowledge base. This lowers call volume and gives customers control.
With Dynamics 365 support, portals can be customized for different user types, such as distributors or service partners and integrated with all channels for a true omnichannel experience.

AI-Powered Routing and Case Management

AI in Dynamics 365 scans incoming requests and assigns them to the right agent. It matches skills, language, and priority level.
For ticket management, agents receive case updates, SLA alerts, and escalation triggers. AI can suggest relevant knowledge articles during a chat or call.

When handled by expert Dynamics CRM consulting services, AI rules are configured to match your business flow.

A Dynamics 365 Migration can bring over your past customer data, so AI models have full history to work with from day one.

Example:

A customer reports a device issue.

1. They start a live chat to ask for troubleshooting help.
2. Later, they sent a message on Twitter for an update.
3. Finally, they call the support number to confirm a replacement.
In Dynamics 365, all three interactions appear in one case timeline. The agent answering the call already knows what was discussed on chat and social. No repeated questions. No lost context.

This flow, set up with Dynamics 365 consulting services, ensures a consistent experience across all touchpoints.

Benefits for Customers and Teams

Agents respond faster when all channels appear in one place. They don’t waste time switching systems. Shorter waits and replies based on full context improve customer satisfaction. Integrated tools cut manual updates. With Dynamics 365 support, automation takes care of closures, follow-ups, and escalations.

Scaling Service Operations

As requests grow, Dynamics 365 can scale with your needs. You can add new channels like SMS or Microsoft Teams without changing the entire setup. Integrations extend beyond communication. You can connect IoT data, customer portals, and third-party apps.

During a Dynamics 365 Migration, data from old CRMs can be mapped into the new omnichannel model. This allows immediate use of historical records for better decision-making. When designed by skilled Dynamics CRM consulting services teams, the system scales without affecting service quality.

Conclusion

Omnichannel support is essential. Customers expect connected service on every channel. Dynamics 365 brings chat, social, voice, and self-service into one system. AI routing and case tools speed up issue resolution. Partnering with trusted Dynamics CRM consulting services like Stridely Solutions lets you build and scale a system that works now and adapts later.

Whether it’s a legacy to Dynamics 365 CRM migration or adding new features, our Dynamics 365 consulting services for the migration approach deliver the results you expect. Additionally, with our Dynamics 365 support, your teams can focus on what matters, helping customers fast and effectively make accurate decisions.

For more information https://www.stridelysolutions.com/services/data-and-analytics/