Deliver superior customer service and increase support capacity – without adding employees. Microsoft CRM Customer Service makes it easy for service representatives to track customer requests, manage support incidents from initial contact through resolution and provide the consistent, efficient service to key to customer satisfaction.
Ensure Efficient Customer Service Processes
Assign, manage, and resolve support incidents successfully with automated routing queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail.
Understand Customer Needs
Microsoft CRM includes reports that let you identify common support issues, evaluate customer needs, track processes, and measure service performance.
Share Information Easily
Identify top customers and prioritize service needs with a complete view of accounts, including sales and order information as well as support information.
Create a Shared Knowledgebase of Support Information
Resolve support issues accurately and efficiently using a searchable, shared knowledgebase of KB articles.
Customize and Scale Easily
Configure user interfaces and workflow processes, customize the solution to fit your business, and scale the installation to meet changing needs.
Case Management
Create, assign, and easily manage cases for customer service requests. Manage actions and communications for each case from a central location.
Complete View of Accounts
View all accounts, including sales and order information, to identify top customers and better understand specific customer needs.
Automated Routing, Queuing, and Escalation