Omnichannel for Customer Service is an add-on for Dynamics 365 Customer Service featuring live chat capabilities to help employees answer to question online.
Can be used for internal or customer needs.
These include contextual customer identification, real-time alerts and knowledge integration to increase the value of self-service web portals. Additional features include routing and a work distribution engine to configure agent presence, availability, and routing rules.
What are the different channels ?
Facebook Messenger provides the following benefits
Customers can reach out to your company to seek support in an asynchronous manner and on a platform they’re already familiar with.
Agents can use the same unified, contextual, and productive interface used by chat to engage with customers and resolve issues.
Support center supervisors and managers can access rich reports to identify opportunities to increase efficiencies and effectiveness.
CHAT : Handoff to the Human Agent
Proactive Chat
Rules can be configured that will automatically invite employees or customers to a chat session.
Pre-Chat Surveys
A survey can be configured that will be shown to users before the chat session is started. This enables up to 5 questions to be asked in a pre-chat survey and these responses can be used to search for details in records and display results.
SMS Channel
SMS channel is a powerful mechanism for organizations to reach and interact with their customers in a timely and convenient manner. Two-way conversational messaging through SMS can help organizations increase their customer satisfaction, improve agent productivity, and reduce support cost (when compared to phone or voice channel).
CALL Channel
Identify and assist customers better by showing their details on the Customer summary page. To automatically identify and load customer and case details for an incoming conversation, you need to set up pre-chat questions in the relevant chat widgets. Customer responses are used to search for details in the records and display the results. For an Account or Contact, the search is performed on the Name, Email, or Phone Number field. For Cases, the search is performed on the Case Number field
SENTIMENT ANALYSIS
Sentiment analysis enables agents and supervisors to understand real-time and historical customer sentiment across channels to improve customer service. Omnichannel for Customer Service uses natural language processing (NLP) and machine learning (ML) algorithms to understand customer sentiments.
Sentiment intensity indicators are displayed based on the previous six customer messages received in a conversation. Sentiment intensity is scored in one of seven gradients: three positive, three negative, and one neutral.
For agents:
Sentiment intensity indicators at the top of the communication panel help you understand the customer’s sentiment
