By creating a more cohesive customer and agent experience at every touchpoint, omnichannel contact centers can reach customers where and how they want to be contacted. This allows the agent to interact and gather customer data in a new, unobtrusive way.
This article provides an in-depth look at why omnichannel customer service at your contact center is pivotal and how Microsoft Dynamics 365 tools can help you improve key customer service metrics.
Importance of Omnichannel Communication
Microsoft first introduced its Dynamics 365 product portfolio in 2016 and has since enhanced its customer service features and functions. Alongside the iterations of Dynamics 365 Customer Service, contact centers have implemented additional tools and technology, including artificial intelligence (AI). AI can help improve cloud-based data tracking, uptime services, and more. The combined technology advancement efforts have bolstered the need for strategic ideation of customer retention, agent training, and contact center improvements.
In Puzzel’s State of Contact Centers 2024 report, a key takeaway from the data is that contact centers are facing increased demand, with voice and email channels remaining dominant. Despite the emergence of new communication channels like Google Business Messaging and TikTok, traditional channels continue to play a significant role. This underscores the importance of omnichannel contact centers to satisfy customer preferences.1
Another key takeaway from the report is that chatbot performance remains a challenge. While voice and email channels receive high satisfaction ratings, chatbots lag behind, with only 26% of contact centers considering their chatbot service “above average.” The use of outdated technology and limited natural language understanding contributes to this issue. To improve, organizations should focus on journey orchestration and leverage intent, preference, and sentiment data for more effective customer experiences.
No matter what technology state your contact center is in, implementing Dynamics 365 Customer Service omnichannel tools can help enhance your processes in two primary ways: customer advocacy and agent empowerment.
Strategic Omnichannel Deployment
If enabling customer service agents to work more efficiently is a goal at your company, omnichannel contact centers powered by Dynamics 365 can provide advanced tools to help you reach that goal.
Omnichannel contact center consultants at Forvis Mazars understand the resources needed to handle customer support tickets from open to close. Reducing open ticket times due to efficiency improvements is critical. Alongside that, having your agents know the preferred channel, product, or service avenues to pursue can help your agents be revenue generators.
Before implementing omnichannel customer service at your contact center, it’s important to assess a few key points for your company.
- What issues will your contact center be able to solve through omnichannel touchpoints?
- Do your agents know what your customer funnel strategy is and are they coordinating with sales and marketing teams?
- How will omnichannel solutions be measured and improved upon?
Working with Forvis Mazars to onboard an omnichannel contact center has never been easier. The Microsoft practice professionals at Forvis Mazars have the industry breadth and depth, along with certified Microsoft Solution consultants, to help you quickly implement Dynamics 365 tools at your organization.
Dynamics 365 Omnichannel Services
It’s no surprise that digital engagement volume has ballooned since the start of 2020, increasing the distribution, promotion, and communication channels used, regardless of industry. Customer contact via phone has not fallen to the wayside either; companies still maintain significant call volumes—a baseline service channel for contact centers to this day.
Forvis Mazars works directly with Microsoft and can implement omnichannel contact center services, including:
- Chat
- Voice
- SMS
- Social
- Microsoft Teams
Our technology consultants also have deep knowledge and experience with AI tools that can help modernize your customer service outreach and customer data storage. AI is reshaping customer service by enhancing contact center operations—enabling customers to independently address their needs across digital and voice channels, equipping agents with contextual information, and streamlining operations for efficiency and cost reduction.
Empowering Contact Center Agents
In Customer Contact Center Week Digital’s 2023 market study, companies were asked what agent efforts and/or inefficiencies they would like to address that year.2 According to the study, 47% of those surveyed said that their contact center isn’t omnichannel and it takes effort to support customers in different channels. Since the contact center agent acts as a pipeline, it is imperative to include contact center agents in your omnichannel strategy.
Empowering your contact center agents starts at the base of their role. Customer tickets are an agent’s baseline, but it doesn’t have to stop there. By leading a customer through a service funnel that aids in customer retention, add-on purchases, and even gaining net new customers for multiple services or products, your agents can become relationship builders and revenue generators.
Drive Engagement With Forvis Mazars
By meeting customers where they want to be met and providing agents with advanced tools, our team can help your contact center emerge as a market leader. Forvis Mazars can join you on the journey to better customer service. Not sure where to start? Contact a Forvis Mazars professional today.
- 1“State of Contact Centres Trends 2024 Part 2: AI and Automation,” puzzel.com, January 2024.
- 2“CCW San Antonio Presents: 2023 January Market Study - State of Contact Center Technology,” customercontactweekdigital.com, January 27, 2023.