{"id":361,"date":"2022-07-01T12:00:00","date_gmt":"2022-07-01T11:00:00","guid":{"rendered":"https:\/\/blog.citrus-lime.com\/crmc\/?p=361"},"modified":"2022-07-01T13:13:13","modified_gmt":"2022-07-01T12:13:13","slug":"dynamics-customer-service-an-introduction-to-omnichannel","status":"publish","type":"post","link":"https:\/\/blog.citrus-lime.com\/crmc\/dynamics-customer-service-an-introduction-to-omnichannel\/","title":{"rendered":"Dynamics Customer Service: An Introduction to Omnichannel"},"content":{"rendered":"\n

Omnichannel is an add on to Dynamics Customer Service that allows users to interact with customers in real time. It\u2019s aimed at any companies who deal with a high volume of support queries and want to take their customer service to the next level through the use of live chat, voice and other great features

The chat functionality enables the user to communicate with a customer, whilst being able to view any of their data in the same window. We\u2019ve recently provided training for a client, and we can really see the benefit this would have to companies that deal with a lot of customer support queries.<\/strong><\/p>\n\n\n\n

In the demo we’re presented with a chat box, that allows me to behave like a customer.<\/p>\n\n\n\n

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Upon opening a chat, a notification will be sent to your customer service agent allowing them to accept\/reject the chat. This appears in the top right of their screen in Omnichannel for Customer Service app.<\/p>\n\n\n\n

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After accepting the chat, the agent can begin to respond to the customer. As we can see below the email address being used by the customer is automatically linked to a Contact. This panel allows us to review their contact information, view any previous cases without opening another window, meaning we can quickly respond in chat.<\/p>\n\n\n\n

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A useful feature is being able to create a Case directly from the Chat.<\/strong><\/p>\n\n\n\n

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+ New Case (top right of the screenshot above)<\/figcaption><\/figure><\/div>\n\n\n\n

Clicking + New Case<\/strong> automatically links the case to the customer we\u2019re speaking to and allows us to record details of the case, whilst chatting to the customer.

As you’re chatting to the customer you can make use of the knowledgebase by using the pane on the right-hand side. We can quickly search for articles and open in new tabs, whilst maintaining the chat. In the example below the customer is having issues with checkout. I opened the knowledgebase search, typed in checkout, open the article, which opens a tab, and I can relay this information to the customer<\/p>\n\n\n\n

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After the chat is closed an activity will be added to the Case timeline.<\/p>\n\n\n\n

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Opening the chat record allows us to see a transcript of the chat allowing any user to open the case and understand exactly what the issue is.<\/p>\n\n\n\n

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Useful Omnichannel Chat Features<\/span><\/strong><\/p>\n\n\n\n