Give your agents what they need to serve your customers anytime, on any channel. Customer Service provides a unified platform that makes information available across engagements—so your agents offer the consistency and personalisation your customers expect.
Make it easy for your customers to find answers on their own. With Customer Service, you can provide a self-service portal with a searchable knowledge base and an online community space where peers respond. Then, transition them seamlessly to assisted support when they need it.
Equip your agents to handle service interactions in one place on their desktop or mobile device. Unlike other help-desk software, Customer Service provides a single view into all information—from scripting to entitlements to recommendations—so agents can provide personalised service fast.
Give your agents and customers the answers they need on the spot. The knowledge base provides consistent answers across channels. Periodic reviews keep responses current and relevant. And you can get in-depth analytics to measure the impact of the responses.
Move to predictive and proactive customer service, using the data analytics in Customer Service. It provides interactive dashboards and data visualisations that help you pull insights from your metrics, making it easier to identify trends and anticipate opportunities.
Do even more with Customer Service using dozens of add-in applications for AppSource. Developed by Microsoft and our partners, they extend what you can do with telephony integration, document management and more. Check AppSource often-new apps are added all the time.