Earn loyalty. Empower agents. Stay agile.
Delivering exceptional customer experiences means that every interaction matters. More than half of today's customers use web self service to find answers to their questions. Customer service agents who are empowered with context and the resources to answer questions are more effective. And happier agents are twice as likely to deliver on critical customer satisfaction metrics.* Service by Microsoft Dynamics CRM helps you earn customers for life through cross-channel service, increased agent productivity, and adaptive service models.
Offer service anytime, anywhere
Empower agents. Wow customers.
Empower agents with a single, unified experience to deliver fast, amazing customer service from desktop or mobile. Agents can access every source of information they need, across diverse environments, so they can provide a more personalized, effective standard of service.See how Trupanion empowers agents
and earns customer loyalty
Make customer service effortless
Make it easy for customers to solve issues on their own. Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions, and product and service information and documentation.Learn how Ask.com provides self-service
convenience and personalized care
Provide the right answers at the right time
Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure that your knowledge is relevant, by simply capturing and publishing across your content channels, while measuring impact through rich analytics.Learn more about knowledge management
for customer service
Engage on your customers' terms
Engage customers on their terms on social channels. Listen and analyze interactions at scale. Create cases based on social interactions, and use social data, like sentiment, to trigger workflow and handing.Read how to "wow" customers with social
Anticipate the needs of your customers
Discover customer success stories
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What is CRM for service?
Customer relationship management (CRM) for service enables companies to provide relevant, responsive, and personalized service by connecting customers with service inquiries to the right answers at the right time—via their channel of choice. Agents are empowered with a single, Unified experience to deliver amazing customer experience with cross-channel context.
* Snow, Richard J. "The Real Truth on Agent Performance and Workforce Optimization." Ventana Research. September 19, 2013.