Layerise vs. Microsoft Dynamics 365 Customer Service

In today’s market, consumer brands with physical products are increasingly seeking innovative ways to engage digitally with their customers. A digital engagement platform is essential for providing interactive customer support and fostering brand loyalty. However, if your brand is in a growth phase and aiming to scale its customer service operations, in my opinion, it may be worth reevaluating the effectiveness of Layerise for this purpose. We found that while Layerise promises a suite of tools designed to digitize customer engagement, the platform may not be well-suited for brands at a scaling stage. In our experience, the features that seemed promising for individualized customer support do not always translate well when applied to a larger customer base. The complexities and nuances of scaling demand robust, flexible, and highly responsive tools, which, in our experience, Layerise has not consistently provided.

Suitable for ticketing that might also require routing to 'queues' and capturing communication timelines. Not as suitable for heavily credentials-management-type organizations or organizations that are not on the Microsoft stack. Also, not as suitable for organizations that have very high needs for knowledge base management or organizations that do not have resources or a partner to help extend the capabilities.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• User interface
• Initial execution
• Scrappy

• Routing
• Different Channel Support
• Intuitive user interface
• Continues improvement in the product
• Integration with other Microsoft services and products

• Better customer service
• Better site reliability
• Sticking to company vision

• It occasionally crashes or slow down, but it usually works great.
• Costly.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

It's not as simple as some of the other offerings, but it is fairly intuitive. The design philosophy is a little more bloated, but it can be streamlined by customizing views and forms (pages) to be organized for end users. Once it is set up, though, assuming your UI choices and design are intuitive, it is simple for end users to use.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I have worked with Oracle CRM On Demand earlier, mainly for case management and basic customer support workflows. Oracle CRM was stable and worked fine for standard use cases, but customization was limited and changes usually required more effort and time. Integrations with other systems were also not very flexible.
Microsoft Dynamics 365 Customer Service is much stronger in terms of flexibility and scalability. The biggest advantage is tight integration with the Microsoft ecosystem like Outlook, Teams, Power Automate, and Power Apps, which makes automation and productivity much better. Case management, SLAs, queues, and omnichannel features are more advanced and easier to configure.

• 0 additional agents needed due to Layerise

• Creativity way.
• Foster increase in revenue.
• Improving decision-making.
• Culture of good relationship/service.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info