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Dynamics 365 Customer Service description
Dynamics 365 Customer Service is a software platform designed to help businesses manage customer interactions. It offers tools for live chat, help desk ticketing, self-service options, and data unification, enabling agents to deliver consistent and personalized customer experiences. This makes it a suitable solution for mid-sized companies wanting to improve their customer service operations.
Who is Dynamics 365 Customer Service best for
Dynamics 365 Customer Service is a robust platform ideal for enterprise businesses seeking to unify customer interactions. Users praise its comprehensive features, including live chat, self-service portals, and integration with other Microsoft products. However, some find the interface complex and the cost high. It's designed to streamline customer service operations and improve agent performance.
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Best for enterprise companies.
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Suitable for various industries.
Dynamics 365 Customer Service features
| Supported Dynamics 365 Customer Service offers live chat, allowing real-time customer interaction. |
| Supported Real-time dashboards are supported, including ticket volume, agent availability, and chat activity. |
| Supported Dynamics 365 Customer Service offers a self-service portal for customers to find information and resolve issues. |
| Supported Dynamics 365 Customer Service unifies customer data from various sources, offering a 360-degree view. |
| Supported Dynamics 365 Customer Service offers robust ticketing features to manage customer issues efficiently. |
| Supported Dynamics 365 provides analytics and reporting tools to assess agent performance, including tickets handled and response times. |
We evaluate the sentiment that users express about non-functional aspects of the software
Ease of Use
Dynamics 365 Customer Service reviews
We've summarised 29 Dynamics 365 Customer Service reviews (Dynamics 365 Customer Service G2 reviews) and summarised the main points below.
- Centralized platform for managing customer interactions across multiple channels.
- Integrates well with other Microsoft products like Teams, Outlook, and SharePoint.
- Comprehensive customer insights and reporting capabilities.
- Flexible and customizable to fit specific business needs.
- Excellent customer support with fast response times.
- Complex interface and steep learning curve, especially for advanced customization.
- High licensing costs and potential hidden expenses.
- Occasional bugs, slowdowns, and browser compatibility issues.
- Limited email management features and integrations.
- Implementation can be complex and require specialized expertise.
Dynamics 365 Customer Service pricing
The commentary is based on 2 reviews from Dynamics 365 Customer Service G2 reviews.
Dynamics 365 Customer Service licensing costs are considered high by some users. While it offers valuable features like a 360-degree customer view and custom reporting, potential customers should carefully evaluate the pricing structure.
Users sentiment
Dynamics 365 Customer Service alternatives
FreshdeskBetter suited for small businesses and those seeking AI-powered ticket automation. Has more momentum currently. Users praise its user-friendly interface and efficient ticket management but note issues with the auto-assign feature and mobile app.Read more
Zoho DeskBetter fit for small to mid-sized businesses seeking affordable customer service solutions. Has broader industry applicability and is growing faster. Stronger Zoho CRM integration. A Dynamics 365 Customer Service alternative.Read more
Salesforce Service CloudHas broader industry applicability. Grows slower in terms of website traffic and employee count. Users highlight easier navigation and broader case linking capabilities, but note limitations in case assignment automation and business intelligence insights. A Dynamics 365 Customer Service competitor.Read more
Zendesk Support SuiteBetter suited for businesses prioritizing streamlined workflows and multi-channel communication. Has broader industry applicability and a faster employee growth rate, suggesting strong momentum. Users praise its automation and integrations but dislike inflexible billing. A strong Dynamics 365 Customer Service competitor.Read more
ServiceNow Now PlatformBetter for IT management, including IT service management, HR, and other business processes. Suited for larger enterprises in retail, consumer goods, hospitality, professional services, software, IT and telecommunications, and finance. Has strong reporting and analytics features but is known for complex UI, slow performance, high costs, and difficult integration with legacy systems. Growing faster than Dynamics 365 Customer Service. A Dynamics 365 competitor and alternative.Read more
AzureDeskMore affordable and simpler to use, but with more limited features and customization. A better Dynamics 365 Customer Service alternative for smaller businesses.Read more
Dynamics 365 Customer Service FAQ
What is Dynamics 365 Customer Service and what does Dynamics 365 Customer Service do?
Dynamics 365 Customer Service is a customer service platform that helps businesses manage customer interactions. It provides tools such as live chat, help desk ticketing, and self-service portals, enabling agents to deliver personalized support. It's ideal for mid-sized businesses seeking improved customer service operations and a unified view of customer data.
How does Dynamics 365 Customer Service integrate with other tools?
Dynamics 365 Customer Service integrates with other Microsoft products, including Teams, Outlook, and SharePoint, creating a unified workspace. This product integration enhances collaboration and streamlines workflows by centralizing communication and data sharing. It also offers flexible APIs for connecting with other third-party systems.
What the main competitors of Dynamics 365 Customer Service?
Top alternatives to Dynamics 365 Customer Service include Zendesk Support Suite, Freshdesk, Salesforce Service Cloud, and Zoho Desk. These competitors offer similar customer service functionalities, such as ticketing systems, live chat, and knowledge bases, often with varying pricing and feature sets.
Is Dynamics 365 Customer Service legit?
Yes, Dynamics 365 Customer Service is a legitimate software platform. It's a safe and popular choice among mid-sized businesses seeking to improve customer service operations through features like live chat and a unified data platform. It integrates well with other Microsoft products.
How much does Dynamics 365 Customer Service cost?
I couldn't find pricing details for Dynamics 365 Customer Service. For the most current pricing information, it's best to visit the vendor's website. This will allow you to evaluate if the product is worth the cost.
Is Dynamics 365 Customer Service customer service good?
Dynamics 365 Customer Service receives positive feedback for its comprehensive features, including seamless integration with other Microsoft products and efficient customer support. However, some users mention a complex setup process and occasional performance issues. Overall, it effectively streamlines customer interactions and improves service quality.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.