Support your Customers

Customer retention is key for all B2B businesses.  PowerStack 365 combines Microsoft Dynamics 365 for Customer Service to provide case management capabilities so your customers feel supported.

Help Desk Software

In the B2B world, Customer Service is Key
to Customer Retention and Growth

 

PowerStack 365 provides a fully integrated Customer Support capability that allows customers to submit cases across multiple channels, and provides the sophistication to automate communication and escalation to ensure a successful result.

Powered by MS Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service has long been recognized as a leader in Customer Service software by firms like Forrester and Gartner.  PowerStack 365 takes this great platform and provides prebuilt features that B2B companies need to get going right out of the box.

Help Desk Portal

Provide a Self-Service Portal to Customers

Look professional to customers.  PowerStack 365 provides you with the capability of setting up a support portal that will:

  • Knowledge Base Articles including case deflection
  • Discussion Forum to build a customer community
  • Create new cases or track existing cases

Full Visibility of Cases 

Anyone in your company can see the status of a customer’s case without the need to log into another system, or buy additional licenses. 

Customer 360
Provide your customers with access to a self service portal where they can: Upload Documents Update Action Items Review Project progress & budget View Invoices Access their support cases

Collaborate on Cases Internally

PowerStack 365 is fully integrated to Microsoft Teams so that agents can escalate cases to other subject matter experts and ‘swarm’ difficult cases.

Track Key Metrics

Track resolution by time period, agent, subject, or type.  Track time to resolution as well as percentage of cases that missed SLAs.  This is the type of information that can be passed back to the product team, or used for coaching.

Visualize changes to case volumes, opened, active, and resolved over time.  View the information by agent, subject, product, or case type.

Integrate customer sentiment surveys like Customer Satisfaction on case resolution.  Track CSAT overall, by agent, by customer.  Trend changes over time.