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How communities stay connected during COVID-19

COVID-19 has driven many organizations and individuals to transform how they live and work. Our professional and personal lives have been challenged with remote work and limited in-person interactions as the new standard. As a whole, organizations and their staff understand the value of flattening the curve by each of us doing our part toRead more

The post How communities stay connected during COVID-19 appeared first on Dynamics 365 Blog.

How communities stay connected during COVID-19

COVID-19 has driven many organizations and individuals to transform how they live and work. Our professional and personal lives have been challenged with remote work and limited in-person interactions as the new standard. As a whole, organizations and their staff understand the value of flattening the curve by each of us doing our part toRead more

The post How communities stay connected during COVID-19 appeared first on Dynamics 365 Blog.

Dynamics 365 Customer Service adds Facebook Messenger capabilities

Starting today, service teams can connect with customers using Facebook Messenger, the latest digital channel for Microsoft Dynamics 365 Customer Service. This new channel is included with our digital messaging offer, further extending our omnichannel capabilities within Dynamics 365 Customer Service. The similarity of Facebook Messenger to live chat, an already popular channel for customerRead more

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The global state of customer service

Customer service is frequently cited as a key brand differentiator. It’s no wonder that 90 percent of more than 5,000 respondents in the Global State of Customer Service report agreed that customer service is important to their choice of and loyalty to a brand. Why? Because positive customer experiences create an emotional attachment to aRead more

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Celebrate Customer Service Week and the agents who make it all happen

Customer Service Week is this week, October 7-11, and it certainly feels like an opportune moment to reflect on how much has changed in the customer service space over the past year. For those of you who understand what goes on behind the veil of customer service, you know how it feels to get in

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Focusing on the customer experience at Customer Contact Week

As Ive been preparing to take off for Customer Contact Week (CCW) in Las Vegas, NV, this week, Ive also beenruminating on whatit means to lead a truly customer-centric service organization. As I see it, customer service managersneed toremember that customer-centricityis aboutdesigning an experiencetailored tothe customeras an individualnot as a case number.In the nonstop flowof

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