365 for Customer Service takes over as the new Microsoft CRM application and unifies the customer experience at all levels of interaction, including self-service, peer-to-peer service and assisted service. This means that however the customer wishes to interact with your business, the resulting experience will always be one that exceeds customers’ expectations due to level of service delivered. It brings about the possibility to store all information, data and customer records within one cloud-based application and therefore puts users in a position to make fast, smart decisions based on sufficient and accurate data about a specific customer.
The amount of information that can be retained by the application, coupled with the level of intelligence that is built into the software, means that a highly personalised service can be offered to each and every customer. Furthermore, this additional insight also equates to an ability to react quickly to customer and market changes thanks to the agile nature of the cloud-based environment.