Techsplained: Omnichannel for Customer Service

A major part of the customer experience is customer service. Nowadays, customers expect to get in touch with your company swiftly and through any channel they please. Whether that be social media, email or through a good old telephone call. A big challenge for customer service employees to maintain, who are often already under a lot of pressure. Here’s how Microsoft’s Omnichannel for Customer Service can make their job a whole lot easier.

Techsplained is an animated video series in which we dissect current and upcoming technologies and business solutions. Episode 5: Omnichannel for Customer Service.



Exceptional customer service is more important than ever. Your organization must meet the demands of customers who expect quick and efficient support, no matter what channel they use to reach out. This is where Microsoft Omnichannel for Customer Service comes in: a platform that integrates all your customer interactions across multiple channels into a single view.

AI capabilities and CRM integration

But there’s more. In the central cockpit, agents get an instant overview of any contextual customer information (purchase history, previous contact, notes etc.) from your company’s CRM. If a customer has already been in touch for the same problem, agents can immediately follow up on that interaction. This avoids the classic frustration of customers having to explain their problem multiple times to different people.

The integration of AI capabilities can also assist customers with common issues, freeing up your customer service team to focus on more complex problems. Some of the possibilities:

  • Sentiment analysis can determine what mood a customer is in when reaching out. Agents can adapt their support when a client is slightly annoyed or impatient, for instance.
  • Chatbot functionality is integrated in the platform, which assists customers with common issues and filters standard questions.
  • Automatic voice transcription can free up time for your agents by delivering accurate transcriptions of voice interactions.

The result? An exemplary level of customer service that will greatly improve customer satisfaction rates.


The benefits of Omnichannel for Customer Service

  • Improved Customer Satisfaction
    With all customer interactions in one place, your customer service team can provide personalized support and resolve issues faster.

  • Reduced customer wait times
    Omnichannel support allows customers to choose the channel that works best for them and get help quickly.

  • Increased Efficiency
    Microsoft Omnichannel provides valuable insights into your customer interactions, allowing you to track and analyze patterns and improve your customer service processes.

  • Flexibility
    With Microsoft Omnichannel, you can reach customers on the channels they prefer, whether it's chat, email, social media, or voice. This provides greater flexibility and ensures that your customers are always able to get the help they need.

Microsoft Omnichannel for Customer Service is a powerful tool for companies looking to provide top-notch customer support. With its ability to integrate all customer interactions, provide personalized support, reduce customer wait times, and provide valuable insights, it can help you drive business success and improve customer satisfaction.

Curious to know more about Microsoft Dynamics 365 Customer Engagement? 

Check out our solution page!


Techsplained: innovations don't have to be complicated

Discover how you can go above and beyond in the digital age with the latest technologies featured in our series of 1 minute animated explainer videos. Inspirational, crystal-clear and a relief from the dry business blogs all over the web.

Check out the entire series

More information

Would you like more information about our solutions? Fill in our contact form and our specialists will get right back to you.

Contact us