Deliver value at every touchpoint and personalize every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights and the omnichannel experience in Customer Service for a 360-degree view of each customers’ journey.

Interact with customers on their preferred channel—from chat and SMS to email and phone to Facebook Messenger. Let customers choose how to connect with your brand with omnichannel capabilities or use the Channel Integration Framework to add any channel. Stay up to date on the latest channel additions and existing customers can try Chat with a free 30-day trial.

Create a single, consistent service experience through a threaded view of the customer experience. You’ll ensure every customer receives a single, unified experience, even if their case is transferred between agents or across channels.

Quickly offer the most relevant knowledge articles to deliver more accurate results. Use relevance search to quickly identify the most useful articles. Search and choose articles faster with the help of highlighted search term matches in the results list.

Optimize agent performance and improve customer engagement by analyzing operations and agent interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Empower agents to be more productive and avoid escalations. Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.

Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts. Regardless of functions or geographies, agents can use Microsoft Teams to help resolve complex cases more quickly.