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Professional Headshot of Erin Amstrup

Erin Amstrup

Product Marketing Manager, Dynamics 365 Customer Service

Erin is the community manager for @MSFTDynamics, handling all outbound social posts for the brand. 
Woman at a desk using a Surface laptop to make a Microsoft Teams video call with one man smiling and wearing a headset. Business Voice conference call/meeting device is in the background.
Woman at a desk using a Surface laptop to make a Microsoft Teams video call with one man smiling and wearing a headset. Business Voice conference call/meeting device is in the background.

Is a well-defined knowledge base valuable for delivering exceptional service? No matter the business, the answer is a resounding “yes.” In a recent survey, 91 percent of customers would use an online knowledge base if it were available and tailored to their needs, and in another published report, respondents preferred knowledge bases over all other...Read more
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a person lying on the keyboard of a laptop computer
a person lying on the keyboard of a laptop computer

Omnichannel has become a dominant force in how companies meet customer expectations, and for good reason. Ninety-eight percent of Americans switch between devices on the same day, using multiple channels—voice, social, chat, email, and SMS. Omnichannel engagement allows customers to reach out on nearly any device, on their preferred channel while managing all engagement channels...Read more
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Male with laptop.
Male with laptop.

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 to...Read more
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a woman sitting at a table in front of a window
a woman sitting at a table in front of a window

We’re introducing a new homepage within Dynamics 365 Customer Service Insights that deciphers data into a more consumable view. By surfacing key topics discovered and generated by AI, customer service managers can more easily discover issues and monitor progress. Organizations today are often faced with the challenge of information overload that might hinder their path...Read more
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Customer service agents sitting with headsets at laptops smiling.
Customer service agents sitting with headsets at laptops smiling.

By listening to our customers and keeping a focus on the horizon, Dynamics 365 Customer Service continues to provide you with the ability to differentiate your brand by consistently delivering exceptional customer service. Our vision is clear: to help you earn customers for life. Each new feature helps solve business challenges, empowering every manager and...Read more
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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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a group of people sitting at a table using a laptop computer
a group of people sitting at a table using a laptop computer

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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