Is Your Customer Service Honky-Tonk or Does It Rock-and-Roll?

By Brad Edmond - Oct. 10, 2017

If you’ve ever been to Nashville, Tennessee - or are just a big fan of country music - you can appreciate the roots and evolution of the “honky-tonk” genre. The term is generally used to define cheap and disreputable dive bars but, musically speaking, it refers to a style of play that originated from dance halls with a typically out-of-tune, upright piano. To compensate for being off-key, players would emphasize the instrument’s rhythmic qualities and downplay melodies and harmonies - relying on their lead guitarists and/or vocalists to carry those aspects of the performance.


Surprisingly similar today, many organizations rely on frontline service reps to improvise without tools that are ‘in-tune’ with the customer base and their preferences. Incomplete visibility into historical records, the need to toggle between disparate applications and/or the inability to fully interact with an individual via any communication channel are the new show-stoppers. Not so surprisingly, these unsatisfactory experiences for both the customer and the agent have spawned the rise of not only multi-channel service and support but also the introduction of true omnichannel engagement via CRM systems.

CaféX Live Assist™ for Microsoft Dynamics 365 addresses these customer service and digital transformation needs, and has become Microsoft’s preferred omnichannel customer engagement solution. This week, Oct 10-13, 2017, we are a proud platinum sponsor of the 10th Annual D365UG / CRMUG Summit in Nashville, TN - Booth #439. On Thu, 10/12, we’re presenting two breakouts covering omnichannel service best practices. If you’re attending, be sure to join our ‘jam sessions’ and learn how to rock much better service *within* Dynamics 365 using in-app chat, co-browsing, campaigns, mobile support and chatbots: 
BYOB: Bring Your Own Bot & Go Beyond Just Chat (Session Info)
Transform Your Grand Ole Customer Service: Go Omnichannel (Session Info)

And, if you’re unable to join us but still want to learn more about delivering better, more proactive customer service via Microsoft Dynamics 365, please visit: Also, be sure to follow us for updates regarding all contact center and customer engagement best practices.