Explore a Dynamics 365 Customer Service-related apps business scenario
Contoso Coffee is a global coffee distributor. They produce their own line of gourmet coffee and residential and commercial coffee machines. Their gourmet line of coffee and their coffee machines are sold through multiple retail channels. These channels include the Contoso Coffee retail stores, which are often located in premium locations, premium food resellers, and through the Contoso Coffee website. Contoso Coffee maintains a customer contact center where customers can reach out in the event, they have an issue with their machines.
Contoso Coffee recently released their A1-100 smart coffee machine. The A1-100 is used by both commercial and residential customers. This Internet of Things (IoT) enabled device includes integrated sensors for monitoring things such as waterflow and temperature. It can even suggest when it's time to order more coffee.
Traditionally Contoso coffee accepted new cases only via phone, or they needed to be opened manually. As caseloads grew, this old way of doing things resulted in long response times, and customer satisfaction scores dropped considerably. Another area that is causing problems is that customer issues aren't being solved in a timely manner. Many of these challenges are due to the support staff being new and not yet familiar with specific product lines. Customers are frequently transferred to multiple agents before finding the correct agent that can assist them. Now that Contoso Coffee switched to Dynamics 365 Customer Service, they want to utilize it to offer customers a broader range of support channels. They also want to take advantage of the intelligent routing capabilities to make sure that customer issues are being sent to the right agent the first time.
Consider a contact center agent who has been with Contoso Coffee for several years. They're responsible for providing remote support onsite service to customers. They're familiar with all of Contoso’s products and are comfortable working with customers on many different channels.
A manager with Adventure Works is having water flow issues with their A1-200 espresso machine. After trying to locate a resolution on Contoso’s support portal, the customer selects the chat icon on the site to reach out to support. Since the customer initiated the conversation from a support article about the A1-200 espresso machine while logged into the support portal, Dynamics 365 routed the conversation to an agent experienced with that machine. The conversation is automatically routed to a contact center agent who is proficient with that type of machine and can handle another chat conversation.
Once the call is routed to the contact center agent, Dynamics 365’s Agent Scripts feature provides them with a script that they can follow to help solve the customer's issue. As customer and contact center agent work together, Dynamics 365 Customer Service’s real time sentiment analysis monitors the conversation. If at any time it detects that the customer's tone is changing, the contact center agent is notified right in the conversation. This capability ensures that the agent can keep the customer happy.
Let’s look at how Dynamics 365 Customer Service helps contact center agents to support customers across multiple channels.
Dynamics 365 Customer Service business scenario
Now that you saw an example of the channel capabilities available with Dynamics 365 Customer Service, lets examine some of these capabilities in more detail.