Microsoft Dynamics 365 for Customer Service

"Enable end to end customer service engagement across self and assisted service channels, including field service when there is a need for onsite help."

Customer Experience

Every interaction matters in customer service. We help brands build advocacy and loyalty by creating effortless service experiences.

Dynamics 365 for Customer Service

Microsoft Customer Story: 

Microsoft Dynamics 365 for Customer Service in Retail Industry

Macy’s recognizes that shoppers are increasingly turning to online and mobile channels to browse for merchandise and make purchases. To optimize the shopping experience, Macy’s enhanced its website with a virtual agent based on the Microsoft Dynamics 365 AI solution for customer service. With deep connections to back-end systems, the virtual agent can take action to solve customer issues and transfer customers seamlessly to a live agent if necessary. The virtual agent is already answering more than one quarter of customer queries and Macy’s plans to expand it to additional shopping channels with the help of Microsoft Dynamics 365 for Customer Service. 

Providing Seamless Shopping Journey
Microsoft Dynamics 365 for Customer Service

For the increasing number of customers whose primary shopping touch point is mobile or online, Macy’s strives to give them a satisfying, frictionless, and personalized experience. To achieve this goal, Macy’s is exploring artificial intelligence (AI) and machine learning. “We looked at various AI tools,” explains Joe Timem, Vice President, Call Center and Credit Systems at Macy’s. “We chose the Microsoft Dynamics 365 for Customer Service AI solution for customer service because we felt that it is the best, most flexible, and most scalable platform out of the box. It allows us to be nimble and quick to market.”

Optimizing the customer experience—now and in the future

Within just a month of being deployed, the virtual agent is already answering more than one quarter of customer inquiries in its current implementation, freeing up call center agents to handle more difficult questions. Macy’s is using the system’s dashboard to constantly monitor performance. “It gives us insight into what’s happening on the website with our customers,” says Michaels. “We can see, in real time, what our customers are asking and how our answers are performing, and we can make adjustments on the fly to give our customers a better experience.”

We know technology is only useful if it helps you engage customers, empower employees, and reinvent businesses. That's why at Metisc, we want to help you find the right solutions to meet your retail needs and transform your business. Contact us today to find out more. It's time you unlocked the possibilities of your customer journey.