As businesses continue to grow, they require advanced solutions to handle customer service. Fortunately, Microsoft has designed a suite of tools that can work together to improve customer service. Let’s explore how Power Virtual Agents, SharePoint, and Office 365 work together and how they can improve customer service.
Power Virtual Agents
Power Virtual Agents is a chatbot tool that can automate customer service. It can answer customer queries, book appointments, and perform many other functions. Businesses can design their chatbots to provide personalised customer service. This reduces the workload on human agents, freeing them to handle more complex queries.
Customers can interact with the chatbot through various channels, including social media, websites, and messaging platforms. The chatbot can respond to customers in real time, which improves the customer service experience. This makes Power Virtual Agents a versatile tool that can be customized to fit the unique needs of any business.
SharePoint is a collaborative platform that allows businesses to store and share documents with their internal teams. It is a secure and centralized platform where teams can collaborate and communicate in real time. Businesses can use SharePoint to manage tasks and workflows, create wikis, share files, and more.
SharePoint can also improve customer service by enabling businesses to share relevant information with their customer service teams. For example, businesses can share training manuals, product information, and other relevant information with their agents. This improves the agents’ knowledge base, allowing them to provide better customer service.
Office 365 is a suite of applications that includes Word, Excel, PowerPoint, and other Microsoft tools. It is designed to enable teams to work together in real time, no matter where they are located. Office 365 applications are cloud-based, which means that teams can collaborate on documents from anywhere and on any device.
Office 365 can improve customer service by enabling teams to share customer information and insights. For example, customer service teams can use Excel to analyse customer data and share insights with other teams. The insights can be used to improve product development, marketing, and customer service.
Integrating Power Virtual Agents with Internal Teams
By integrating Power Virtual Agents with internal teams, businesses can ensure that their agents are always up-to-date with the latest information. For example, if a customer asks a question that the chatbot cannot answer, it can direct the query to a human agent. The agent can then use SharePoint to find the relevant information to answer the query.
This integration reduces the workload on agents, as they do not have to spend time searching for information. It also ensures that customers receive accurate and up-to-date information. This, in turn, improves customer satisfaction, as they feel that their queries have been answered satisfactorily.
Outsourcing Tasks to the Chatbot
Businesses can also outsource certain tasks to the chatbot. For example, the chatbot can be programmed to book appointments or manage simple queries. This reduces the workload on agents, enabling them to focus on more complex queries.
Outsourcing tasks to the chatbot also ensures that customers receive quick responses. This improves customer satisfaction, as they feel that their queries have been handled efficiently.
The combination of Power Virtual Agents, SharePoint, and Office 365 is a powerful solution for businesses looking to improve their customer service. These tools can work together to provide personalized customer service, share relevant information with internal teams, and outsource simple tasks to the chatbot. By integrating Power Virtual Agents with internal teams, businesses can ensure that their agents are always up-to-date with the latest information. This reduces the workload on agents and ensures that customers receive accurate and up-to-date information.
Business Cloud Integration, as a certified Microsoft partner, has extensive experience in the complete Power Platform, including Power Virtual Agents, SharePoint, and Office 365. Our mission is to provide affordable digital transformation services that enhance customer engagement, empower your business, and speed up your results. We understand how these tools work together to boost your business and can guide you through the migration process to these platforms. Contact us today for a free consultation with no obligation and let us help modernise your business for a better customer service experience.