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Erin Amstrup avatar

Erin Amstrup

Product Marketing Manager, Dynamics 365 Customer Service

A group of customer service representatives with headsets on.
A group of customer service representatives with headsets on.

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 customer...Read more
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A group of customer service representatives with headsets on.
A group of customer service representatives with headsets on.

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 a...Read more
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Customer service agents sitting with headsets at laptops smiling.
Customer service agents sitting with headsets at laptops smiling.

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...Read more
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Two people looking at a Microsoft laptop.
Two people looking at a Microsoft laptop.

As I’ve been preparing to take off for Customer Contact Week (CCW) in Las Vegas, NV, this week, I’ve also been ruminating on what it means to lead a truly customer-centric service organization. As I see it, customer service managers need to remember that customer-centricity is about designing an experience tailored to the customer as an individual—not as a case number. In the nonstop flow of...Read more
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Pre-register now for the lowest price! During September 26-30, 2016, Microsoft Ignite is headed to Atlanta, Georgia. Pre-register now and get ready for— 1,000+ hours of content, 700+ sessions…...Read more
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