Delivering a powerful customer service experience

Editor's Notes

1. Relationship customer & brand Turn bad experience into good one Drive trust, loyalty, and customer life time value
2. My defining moment at car glass Fast & responsive, via the channels I want, at the time a want it, and at the location a want
3. Omnichannel Service Platfrom reachting out to customer via selfservice portals, communities and social media With intelligence service analytics and knowledge management driving online customer experience and reducing the load on your service centers Tools to Improve the productivity of customer service agents
4. Customers can search & browse your online knowledgebase, consult service communities, or request personal service from your company Plug into your existing website, respecting your brand Responsive design for desktop, tablet and phones Access managed via the CRM Platform
5. Listen to social media as Facebook, twitter, news feed our your favourite blogs Analyse Sentiment, drill down to individual posts Respondefrom within tool, convert post to CRM action’s, continue the conversion via other channels
6. Microsoft Interactive Service Hub agents have got: - 1 screen overview of all their workstream as customer interactions and cases - fast & drillable overview of their work per category or priority - Create follow-up action from the same screen
7. Proactive Customer Experience – Case example Context Transportation business SLA Based Transports Our mission Integration track ‘n’ trace system with CRM Value Notify customer agents of possible late arrivals Proactivly solving issues
8. This is just the first step, with Cortana Analytics , IoT & CRM together the next generation of service is available know
9. This is just the first step, with Cortana Analytics , IoT & CRM together the next generation of service is available know
10. The digital revolution continues for engineers delivering service in the field Delaware has been creating their vision combining 2 major innovations from Microsoft: FieldOne & Hololens
11. Defining moment – what is yours Microsoft omnichannel platform Happy Customer Agents with Interaction Service Hub Analytics to improve online experience and reduce to load on your service people