Dynamics 365 Customer Service Reviews & Pricing

by Microsoft | Founded 1975, Albuquerque, New Mexico

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What is Dynamics 365 Customer Service?

Industry Specialties: Retail, IT & Software, Financial services.

Microsoft Dynamics 365 Customer Service is a comprehensive software solution designed to streamline and enhance customer service operations. It offers a suite of tools for case management, knowledge base creation, and customer self-service portals. This platform is particularly well-suited for industries such as retail, healthcare, and financial services, where customer interactions are frequent and critical. The software's unique benefits include AI-driven insights, automated workflows, and seamless integration with other Dynamics 365 applications. Popular features include omnichannel support, real-time analytics, and customizable dashboards, which empower customer service teams to deliver personalized and efficient service. Compared to similar products, users often highlight its intuitive interface and robust integration capabilities. Pricing varies based on the number of users and specific features required, so it's advisable to contact SelectHub for a tailored quote. Overall, Dynamics 365 Customer Service stands out for its scalability and depth of functionality.

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Based on 12 reviews:

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#68

Dynamics 365 Customer Service is ranked #68 in the Help Desk Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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Dynamics 365 Customer Service Pricing

Based on our most recent analysis, Dynamics 365 Customer Service pricing starts at $50 (Per User, Monthly).

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Starting From: $50
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Dynamics 365 Customer Service is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Dynamics 365 Customer Service:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Dynamics 365 Customer Service Benefits and Insights

Why use Dynamics 365 Customer Service?

Key differentiators & advantages of Dynamics 365 Customer Service

Enhanced Customer Insights: Gain a 360-degree view of customer interactions and preferences, enabling personalized service and improved customer satisfaction.
Streamlined Case Management: Automate case routing and tracking to ensure timely resolution and reduce the workload on customer service agents.
Proactive Customer Engagement: Utilize AI-driven insights to anticipate customer needs and address issues before they escalate, fostering loyalty and trust.
Omni-Channel Support: Provide consistent and seamless support across multiple channels, including email, chat, social media, and phone, ensuring customers can reach you through their preferred method.
Knowledge Base Integration: Empower agents with access to a comprehensive knowledge base, allowing them to quickly find solutions and provide accurate information to customers.
Performance Analytics: Monitor and analyze key performance indicators (KPIs) to identify trends, measure success, and make data-driven decisions to enhance service quality.
Customizable Workflows: Tailor workflows to match your specific business processes, ensuring that your customer service operations are efficient and aligned with your organizational goals.
Scalability: Easily scale your customer service operations to accommodate business growth, ensuring that your support infrastructure can handle increased demand without compromising service quality.
Integration with Other Microsoft Products: Seamlessly integrate with other Microsoft tools like Office 365 and Power BI, enhancing collaboration and providing deeper insights into customer data.
Improved Agent Productivity: Equip agents with intuitive tools and automated processes, reducing manual tasks and allowing them to focus on delivering exceptional customer service.
Customer Self-Service Options: Offer customers self-service portals and chatbots, enabling them to find answers and resolve issues independently, reducing the burden on your support team.
Security and Compliance: Ensure that customer data is protected with robust security measures and compliance with industry standards, building trust and safeguarding your reputation.

Industry Expertise

Microsoft Dynamics 365 Customer Service is particularly well-suited for businesses that need to manage a high volume of customer interactions across multiple channels, such as email, phone, and social media. It's ideal for organizations looking to streamline their customer service processes, improve agent productivity, and gain valuable insights into customer behavior and sentiment.

Dynamics 365 Customer Service Reviews

Average customer reviews & user sentiment summary for Dynamics 365 Customer Service:

12 reviews

83%

of users would recommend this product

Dynamics 365 Customer Service has a 'great' User Satisfaction Rating of 83% when considering 12 user reviews from 1 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Dynamics 365 Customer Service reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Seamless Microsoft Integration: Effortlessly integrates with other Microsoft products like Outlook and Teams, creating a unified workflow that streamlines daily tasks for agents already familiar with the Microsoft ecosystem.
AI-Powered Efficiency: Includes features like automated case summaries and sentiment analysis, which free up agent time and allow them to focus on more complex customer issues.
Omnichannel Support: Allows businesses to interact with customers across various channels such as email, SMS, and live chat, ensuring a consistent and personalized customer experience.

Cons

Steep Learning Curve: Its many features can overwhelm new users who need to get up to speed quickly.
Pricey for Smaller Teams: Starting at $50 per user per month, it can strain the budgets of smaller businesses.
Time-Consuming Setup: Getting Dynamics 365 Customer Service customized and ready to use can take a while, especially for complex business needs.

Researcher's Summary:

Is Microsoft Dynamics 365 Customer Service dynamically dynamic, or does it fizzle out? User reviews from the past year highlight a mixed bag of experiences. On the upside, the software shines with its seamless integration into the Microsoft ecosystem, a boon for businesses already entrenched in the Microsoft world. Imagine effortlessly syncing customer data with Outlook or automating tasks through Power Automate - it's a productivity dream. Users also rave about the extensive customization options, allowing them to mold the software to their specific workflows. Need to create a unique customer journey or automate complex service processes? Dynamics 365 can handle it. However, this strength becomes a double-edged sword, as the initial setup and customization can feel like navigating a labyrinth, often demanding specialized technical knowledge. This complexity contributes to another drawback - the cost. Starting at $50 per user per month, it's a significant investment, especially for smaller businesses.

This leads us to the ideal user - enterprise-level organizations deeply rooted in the Microsoft ecosystem and with complex customer service needs. These businesses have the resources to navigate the initial learning curve and leverage the software's full potential, integrating it with existing systems and maximizing its robust features. For them, Dynamics 365 becomes a centralized powerhouse, streamlining operations and offering valuable insights to elevate customer service. However, smaller businesses or those seeking a simpler, more budget-friendly solution might find themselves better served elsewhere.

Key Features

Notable Microsoft Dynamics 365 Customer Service features include:

Omnichannel Engagement: Seamlessly interact with customers across multiple channels such as email, chat, social media, and phone, all from a single interface.
Case Management: Efficiently track and manage customer issues with a comprehensive case management system that includes automated case creation and routing.
Knowledge Base: Provide agents and customers with access to a centralized repository of articles, FAQs, and documentation to resolve issues quickly.
Customer Insights: Gain a 360-degree view of customer interactions and history to personalize service and anticipate needs.
Service Level Agreements (SLAs): Define and monitor SLAs to ensure timely resolution of customer issues and maintain service quality standards.
AI-Powered Insights: Utilize artificial intelligence to analyze customer data, predict trends, and provide actionable insights for improving service.
Unified Interface: Experience a consistent and intuitive user interface across all devices, enhancing productivity and ease of use.
Queue Management: Organize and prioritize customer requests efficiently with advanced queue management capabilities.
Customizable Dashboards: Create and customize dashboards to monitor key performance indicators (KPIs) and track service metrics in real-time.
Integration with Microsoft Products: Leverage seamless integration with other Microsoft products like Office 365, Power BI, and Azure for enhanced functionality.
Field Service Integration: Coordinate with field service operations to ensure a cohesive customer service experience from initial contact to issue resolution.
Self-Service Portals: Empower customers to find answers and resolve issues on their own through user-friendly self-service portals.
Automated Workflows: Streamline processes and reduce manual tasks with customizable automated workflows and business rules.
Voice of the Customer: Collect and analyze customer feedback through surveys and sentiment analysis to continuously improve service quality.
Security and Compliance: Ensure data protection and compliance with industry standards through robust security features and regular updates.