The Omnichannel Experience: Engaging Customers With Dynamics 365


Since customer expectations have reached unprecedented heights, the Dynamics 365 omnichannel experience has emerged as a defining force. For decision-makers and C-level executives, this paradigm shift demands not just attention but a profound understanding.  

This blog comprehensively explores Dynamics 365 omnichannel customer engagement—an imperative that has reshaped industries, challenged conventions, and is now leading success for businesses globally.  

The Omnichannel Imperative: Facts Check

To grasp the magnitude of this transformation, consider these recent facts and statistics: 

  • Omnichannel Adoption Soars: A survey conducted in 2021 revealed that 73% of consumers now use multiple channels during their shopping journey. This underscores the importance of offering a consistent experience across these channels, be it online, in-store, or via mobile apps. 
  • Revenue Impact: Research by Harvard Business Review found that companies with a strong omnichannel presence enjoyed a 10% year-over-year growth in annual revenue, compared to a 3.4% decline for companies with weaker omnichannel engagement. 
  • Customer Expectations: A recent Salesforce report highlighted that 84% of customers consider the experience provided by a company as crucial as its products and services. Furthermore, 73% expect a consistent experience across all channels. 
  • Decision Makers’ Concerns: Omnichannel engagement among C-level executives can be found in a study conducted by DHC Group, focusing on the pharmaceutical industry. In this study, which surveyed 50 industry executives across various sectors such as digital, brand marketing, field sales, and data analytics, it was found that 98% of these executives considered an omnichannel strategy to be “very important.”  

With these compelling facts and statistics in mind, it is evident that the ability to deliver a seamless omnichannel experience is no longer a choice; it is a necessity.  

Dynamics 365 Omnichannel Overview

Dynamics 365 Omnichannel is a powerful and integrated customer service platform offered by Microsoft. It is engineered to facilitate seamless and personalized customer interactions across various channels, including chat, email, voice, social media, and more. In essence, it combines the capabilities of Dynamics 365 Customer Service and the Omnichannel Engagement Hub to create a unified environment where organizations can consistently engage with their customers, regardless of their chosen channel. 

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Key Components of Dynamics 365 Omnichannel:

Unified Interface: Dynamics 365 Omnichannel offers a unified interface for customer service representatives, allowing them to access all customer information and interaction history in one place. This empowers agents to provide personalized and efficient service. 

Infographics show the Key Components of Dynamics 365 Omnichannel
  • Multichannel Engagement: Organizations can engage with customers across various channels, such as live chat, email, voice, SMS, social media, and more, all from a centralized platform. This versatility ensures that customers can choose their preferred communication method. 
  • AI-Powered Insights: Omnichannel capabilities in Dynamics 365 leverage artificial intelligence (AI) to provide intelligent insights and recommendations to customer service agents. This enables agents to make data-driven decisions and offer more tailored assistance. 
  • Automation and Chatbots: The platform includes automation capabilities and chatbots that can handle routine inquiries, freeing up human agents to focus on complex customer issues. This increases efficiency and reduces response times. 
  • Omnichannel Routing: Dynamics 365 Omnichannel uses intelligent routing to ensure customer inquiries are directed to the most suitable agent based on expertise, workload, and availability. 
  • Integration: It seamlessly integrates with other Dynamics 365 applications and Microsoft 365, allowing for a unified ecosystem for customer service, sales, and marketing. 

Channels Available with Omnichannel for Customer Service

Omnichannel capabilities Dynamics 365 offers various communication channels for businesses to connect with customers. Engaging customers through multiple channels is a cornerstone of delivering exceptional service and enhancing customer satisfaction. Here’s an extensive look at the various channels available with Omnichannel for Customer Service: 

Infographics show the Channels Available with Omnichannel for Customer Service
  • Live Chat: Live chat is a real-time text-based communication channel that allows customers to interact with agents directly on a website or mobile app. It’s ideal for addressing inquiries promptly and offering immediate assistance during the customer’s online journey. 

More information: Try channels for Dynamics 365 Customer Service and Configure a chat channel

  • Email: Email support is a fundamental channel for handling customer inquiries and resolving issues. It provides a structured and documented communication method, making it suitable for more complex or lengthy interactions. 
  • Voice: Voice or phone support remains popular for customers seeking immediate assistance. Omnichannel capabilities Dynamics 365 enables businesses to manage inbound and outbound calls efficiently, ensuring customers receive personalized and effective service. 

More information: Introduction to the voice channel

  • SMS Text Messaging: SMS is a convenient and quick way to send customers updates, notifications, or reminders. It’s especially effective for time-sensitive information or appointment confirmations. 
  • Social Media: In today’s digital age, social media platforms like Facebook, Twitter, and LinkedIn serve as communication channels where customers often share their experiences and seek assistance. Omnichannel capabilities in Dynamics 365 allow businesses to monitor and engage with customers on social media, addressing their concerns and fostering positive interactions. 
  • Web Messaging: Web messaging refers to in-app or website-based messaging systems that allow customers to chat with support agents while using an application or browsing a website. It offers contextual assistance and enhances the user experience. 
  • Bots and Virtual Assistants: Integrating chatbots and virtual assistants into the Omnichannel platform automates routine tasks, such as answering frequently asked questions or guiding users through processes. These AI-powered bots enhance efficiency and provide 24/7 support. 
  • Video Calls: Video calls offer a more immersive and visual communication channel for complex issues or personalized consultations. Customers and agents can have face-to-face discussions without being physically present. 
  • WhatsApp: WhatsApp is a widely used personal and business communication platform. Integrating WhatsApp into Omnichannel for Customer Service extends your reach to customers who prefer this messaging app. 
  • Custom Channels: Dynamics 365 allows organizations to create customized channels tailored to their needs. These channels can be designed to support unique communication methods or industry-specific requirements. 

By offering this extensive range of channels, the Omnichannel capabilities in Dynamics 365 ensure that businesses can meet customers where they are, providing a seamless and unified experience. This versatility enhances customer satisfaction and allows organizations to adapt to evolving customer preferences and stay competitive in the ever-changing business landscape. 

AlphaBOLD: Pioneering Omnichannel Excellence, One Engagement at a Time

Dynamics 365 partners, such as AlphaBOLD, are instrumental in helping businesses excel in omnichannel Customer Engagement (CE). Their expertise in Microsoft Dynamics 365, a versatile CRM and ERP platform, allows them to craft customized solutions that align precisely with an organization’s omnichannel strategy. AlphaBOLD ensures that all customer touchpoints, whether online, mobile, or in-store, are seamlessly integrated within Dynamics 365 CRM, creating a unified view of customer interactions and data. This centralized data hub provides businesses with more personalized and context-aware customer experiences. Moreover, they leverage automation and AI capabilities to streamline processes, offer predictive insights, and facilitate real-time decision-making for enhanced customer engagement. 

Are you ready to discover the future of customer engagement?

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Final Verdict

In conclusion, the Dynamics 365 omnichannel experience has evolved into a transformative force, redefining how businesses engage with their customers. As we’ve explored, Dynamics 365 Omnichannel offers a powerful solution, uniting customer data, AI-powered insights, automation, and many communication channels to enable businesses to meet customers where they are. However, embracing this paradigm shift can be a challenge for some organizations. With their deep expertise and tailored solutions, the support of Dynamics 365 partners like AlphaBOLD has become instrumental in navigating this new landscape. 

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