Customer support software, such as Microsoft Dynamics® CRM brings a lot of benefits. For example, it helps in knowledge management, front line response, and resolution recommendations, assigning, forwarding, or escalating tasks and resources, and many more areas which are essential for customer support. Let’s take a closer look at the capabilities within Microsoft Dynamics CRM that make customer support possible.
Knowledge Management- You may be getting some information out of your current system, but what can you do with that information? With Microsoft Dynamics CRM, you can track and measure performance for organizations, business units, teams, and individuals, stay current with dashboards of customizable real-time analytics, and even import and export Microsoft Office Excel spreadsheets in real time getting you to the analysis you need to make better decisions.
Front Line Response and Resolution Recommendations- Great customer support means addressing issues quickly and seamlessly. With Microsoft Dynamics CRM, you can increase first contact resolution with the built-in knowledge repository. You can also speed up case handling by making it easy to find information with familiar tools.
Task Management- If your team isn’t on the same page for what they should be managing, your customer support is in trouble! With Microsoft Dynamics CRM, stay connected across teams with a centralized view of service calendars and resources while using familiar tools to set up and manage reoccurring appointments in CRM. You can also automatically assign activities to specific agents or teams and define role-based and security-based views.
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