Portal

Dynamics 365 Contact Centre

Customer Service with Microsoft Dynamics 365 

By utilising the built-in intelligence of Microsoft Dynamics 365 for Customer support, Storata helps businesses deliver quicker, more individualised support. Every client encounter benefits greatly from this strategy, which raises happiness and engagement levels all around.

Key Advantage

Build Customer Loyalty
To develop and keep customers loyal to Storata, engage with them via any channel or device.
Improve the Skills of Customer Service Agents
Provide agents with the resources and clever workflows they require to use Storata more successfully.
Extract Insights from Every Interaction
With Storata, you can transform your customer interactions by turning data into actionable insights that help your teams make better business choices.

Features of Microsoft Dynamics 365 for Customer Support

Contribute to providing exceptional customer service by doing the following:

Omnichannel

Facilitate seamless end-to-end customer service across all channels and devices with Storata.

Capabilities:

  • 360-Degree Customer View: To anticipate customer demands from a holistic viewpoint, combine user preferences, the entirety of past interactions, and pertinent data from third-party apps.
  • Smooth Communication: Use social media, texting, and email to communicate with clients in a quick and easy manner.
  • Integrated Tools: Facilitate communication between internal and external agents and provide access to processes, real-time data, entitlements, and SLA timers.
  • Machine Learning: To speed up resolution, use machine learning to automatically create and route cases by analysing social media posts for sentiment and intent.
  • Customised Surveys: With our theme editor, rich design logic, drag-and-drop survey creator, and several distribution choices, you can quickly and simply create customised surveys.
  • Flexible CTI Framework: Take advantage of a CTI framework that works with a variety of the existing adapters and integrations.
Self-Service & Communities

Use help portals to offer dependable, current responses and promote a sense of community. Facilitate possibilities for brainstorming with Storata, direct encounters with topic matter specialists, and peer-to-peer assistance.

Capabilities:

  • Storata offers intuitive navigation with case deflection features, community discussion forums, and a blog platform. Optional federated search delivers results from a mix of relevant knowledge articles, social posts, and blogs, while automated community thread escalation streamlines case handling.
  • Our responsive design is optimized for mobile devices, ensuring seamless transitions between self-service and assisted support. Beyond the standard configurations, administrators can create custom entities with user-friendly tools, and developers can build applications using a comprehensive set of SDKs.
  • Portals leverage CRM authentication and security, supporting user roles and rights with both local and federated authentication options through various providers.
Enabling Agents

Provide agents with the tools they need to effectively manage associated correspondence documents, handle customer support issues, and quickly address complaints or service difficulties. Agents may increase efficiency and provide value at every contact by using Storata, which offers a single, cohesive experience that is available on desktop and mobile platforms.

Capabilities:

  • Dynamic Interface: During interactions, agents get tools, advice, and data via a contextually optimised interface, including data from outside apps.
  • Intelligent Insights: Machine learning and topic analysis uncover pertinent examples and knowledge articles, allowing agents to solve problems more quickly and increase first-time resolution rates.
  • Productivity Boost: Increase productivity with workflows, knowledge bases, SLAs, agent scripting, entitlements, and suggestions that are integrated into corporate processes.
  • Accelerated Resolution: To minimise escalation and expedite case resolution, agents can engage with peers and subject matter experts using collaborative tools.
    Context-Sensitive
  • Guidance: Provide new users with customised support to enable them to operate the programme and carry out activities related to their function.
  • Gamification: Use gamification to incentivize the best behaviours, which will increase output and performance.
    Unified Service
  • Platform: Utilise a single platform to handle customer and field service situations from beginning to end, including work order fulfilment.
Unified Knowledge

With Storata, you can create and maintain a single knowledge base that can let agents respond to client enquiries more rapidly. Administrators of knowledge bases may gather and manage articles from different sources, and an approval mechanism reduces risk and guarantees correctness.

Capabilities:

  • Community-Sourced Enrichment: Use suggestions and insights from the community to expand your knowledge base.
  • Rich Media Integration: Increase first-time resolution rates by using pictures and videos.
    Material Management: To ensure that material is current, schedule articles for recurring review or expiry.
  • Enhanced Searchability: By connecting knowledge articles to goods, customer entitlements, and other pertinent information, you may improve search and discoverability.
  • Mobile Optimisation: Make sure that knowledge articles are mobile-friendly and provide readers the option to rate the information to share their thoughts.
  • Knowledge Analytics: Make use of analytics to evaluate the impact of articles and spot areas in need of updates and enhancements.
Service Intelligence

You can keep an eye on important performance indicators for your customer service division with the help of pertinent data. Advanced data visualisation technologies integrated into interactive dashboards offer insights that let organisations examine reports on priority levels, agent performance, and case volume.

Capabilities:

  • Role-Tailored Dashboards: See historical and real-time data on dashboards that are aesthetically tailored to certain roles.
  • Interactive Data Exploration: For thorough business insights and analysis, delve into data using interactive charts and include data from third-party applications.
  • Natural Language Reporting: Make use of natural language capabilities to quickly create new reports and visualisations.
  • Service Intelligence: Use service intelligence to pinpoint best practices, investigate what-if situations, find cross-sell and up-sell possibilities, and improve service metrics.
  • Report on bespoke KPIs and measures that are made just for your company’s need.

Essential Role of Customer Service

The Customer Service Application provides tools for these key roles on your service team:

Customer Service Manager (CSM)

With complete access to and control over all service scheduling entities in the system, this position gives you the ability to set up and customise the whole service scheduling process.

  • CRUD Operations: Perform create, retrieve, update, and delete actions on Services and Service Activities.
  • Schedule Board Access: Utilize the Schedule Board for effective service management.
  • Equipment and Facilities Management: Develop and manage equipment and facilities for service operations.
Customer Service Representative (CSR)

This role can create and schedule service activities.

  • Service Activities Management: Create, access, and perform CRUD operations on Service Activities.
  • Schedule Board Access: Utilize the Schedule Board for efficient service scheduling.
  • Facilities and Equipment: Create and access Facilities and Equipment as needed.
Portal