We address the changing world of customer service engagement – both in terms of client expectations and how organisations must support their service teams in meeting them.

2. EVOLVING CUSTOMER
DEMANDS
The rise of the use of mobile devices means that
customers expect to move seamlessly between channels
when interacting with businesses and brands.
Generation C (for Connected) is not defined by age or
disposable income, but rather their behaviours – it
simply means that our audience is “always-on” and
expects us to be as well.
64% of customers typically begin their
customer interaction online.

3. OMNI CHANNEL MORE
THAN MULTI CHANNEL
“90% of consumers expect consistency and continuity
across channels.”
“Customers use, on average, 2.7 channels during the
course of a single enquiry.”
“Four interchangeable channels emerge as the most
regular ways in which consumers are willing to engage.”
“Email (82%), telephone (72%), live-chat (58%) and
online self-service & FAQs (56%) are the leading
customer service channels.”
Sources: Aberdeen “Empowered Customers Demand a Seamless Experience)”
Forrester Consulting: “The Mandate for Intelligent Customer Service”
Microsoft “2015 UK State of Multichannel Customer Service”

4. DIGITAL CUSTOMERS
EXPECT SPEEDIER
RESPONSES
Live chat has the highest satisfaction levels for any
customer service channel, with 73%, compared with
61% for email and 44% for phone.
Source: Econsultancy.com

5. THE RISE OF ONLINE
COMMUNITIES
84% of consumers use web or mobile self-service
to find answers, and people increasingly rely on forums
and communities to resolve issues. This digital approach
is an extension of human behaviour to trust their peers
and seek recommendations in order to minimise risk.
There has been an 81% increase in use of online
forums and communities for self-help.
Source: Kate Leggett, Forrester Research “Customer Lifecycle Journey”

6. CUSTOMER CHOICE
DRIVING FURTHER
COMPLEXITY IN SERVICE
On average 2.7 channels are used over the course of a
single service enquiry, but 90% of consumers expect
consistency across service channels.
Yet only 10% of contact centre professionals identify
their organisations as “omni-channel capable”.
Source: CallCentre IQ

7. SELF SERVICE BECOMING
MORE IMPORTANT
“84% of consumers prefer to solve issues on our own and
use web or mobile self-service to find answers.”
However, agents are still central to resolving issues not
met by the self-service approach, so agents are receiving
a higher proportion of difficult questions and as such
need more support in resolving first line response cases
quickly.
Source: Forrester - Trends 2016: The Future of Customer Service

8. INTELLIGENT CASE ROUTING
AND MANAGEMENT
When a customer does need to log either a complaint or a
technical query they are unable to resolve via an online
knowledge-base, it’s vital to ensure that cases are
routed to the correct department and that the
most serious or time-sensitive cases are prioritised accordingly.

9. ACCESSING AND
LISTENING TO CUSTOMER
FEEDBACK
If you lose a client there were often multiple points of
opportunity to keep your relationship beforehand, rather
than resting on your laurels when you’ve completed the
deal or delivered your product or service.
Think about both passive and active forms of gaining
customer feedback, so that you are prepared to react as
much as you are planning to request views and opinions at
certain points.

10. RETAINING GOOD
CUSTOMER SERVICE AGENTS
Staff attrition hurts customer satisfaction, as well as slowing
down productivity, reducing ROI and customer/agent yield not to
mention the hit in employee morale and rising recruitment
budgets.
By providing integrated learning paths that constantly update skill
sets of your agents, onboarding and development is made easier
in addition to collaboration and knowledge base exchanges.

11. WHY MICROSOFT DYNAMICS
365 SOFTWARE?
Microsoft Dynamics 365 for Customer Service improves
each step of the service experience through five key areas:
omni-channel, self-service and communities,
agent enablement, knowledge and service
intelligence.
Microsoft Social Engagement in-built functionality helps your
service, sales and marketing teams to listen, react and pre-empt
what is being said about your brand or business or marketplace.
Because Microsoft Dynamics 365 is an integrated business
solution that spans multiple teams, the use of “Voice of the
Customer” survey functionality can work with the customer
without ever leaving Microsoft Dynamics 365 and losing
productivity by switching between tools.

12. FIND OUT MORE…
Download the full whitepaper for free
Visit the website

13. ABOUT US…
Prodware UK specialises in the implementation, integration and maintenance of sector specific
ERP and CRM business management solutions based on Microsoft Dynamics NAV and Dynamics
365 (AX & CRM).
As a Microsoft Gold Partner, we have developed industry solutions for manufacturing,
distribution, professional services and holiday park organisations in addition to innovative software
for mobility and e-commerce that integrates with business management solutions.
A Tier One Cloud Solution Provider (CSP), Prodware Group create, integrate and host IT solutions for
businesses. Prodware Group serves more than 20,000 active clients and is the largest
Microsoft Dynamics partner in the EMEA region. Prodware Group is present in 15
countries and has a wealth of experience in providing global IT solutions to international customers.