Copilot Productivity Tips for Customer Service

Customer service excellence is essential to building strong relationships and fostering loyalty. In today’s fast-moving world, managing customer interactions effectively can be difficult. Fortunately, Copilot is here to help you streamline the process and ensure every customer feels valued and heard.

In this week’s Productivity series, we share four essential tips for using Copilot to improve your customer service processes. From searching past interactions to drafting thoughtful follow-ups, these tips will help you save time and improve the quality of your customer interactions.

Tip 1: Search for previous customer interactions in Copilot

Understanding your customer’s history is key to providing personalized service. Use Copilot to quickly search past interactions and gather context before engaging with your customer. In Outlook, go to the Copilot icon in the upper right corner and click on it. Then type a prompt like “Find all emails and notes related to:” [Customer’s Name].” Copilot provides a summary of previous interactions, allowing you to personalize your responses and show customers that you value their past experiences with your company.

This is an image of the Copilot icon in the Outlook app.

Image of the Copilot chatbot with a message displayed.

Copilot responds.

Tip 2: Use Copilot in Teams to record your meetings

Meetings contain valuable customer information, but it’s easy to miss important details. Use Copilot in Teams to transcribe your meetings so you don’t miss important points. During a Teams meeting, click the Copilot icon and select “Start Transcription.” This feature captures everything discussed, giving you a thorough record to review later. This ensures accuracy, saves time on note-taking, and lets you focus on the conversation with your customers.

Image showing where to access Copilot in Teams.

Tip 3: Review meeting summaries using Copilot in Teams

After recording your meeting, review the summary using Copilot in Teams. Access the meeting recording in Teams and select the Copilot icon to get started. Use a prompt like “Summary the key points and action items from today’s meeting.” Copilot generates a concise summary that you can enter into your CRM system and use in follow-up emails to your customers.

Image of a response generated by Copilot in Teams.

Tip 4: Use Copilot in Outlook to draft thoughtful follow-up notes

A well-written follow-up email can leave a lasting impression on your customers. Draft a personalized follow-up email using Copilot in Outlook, which puts your meeting notes and previous interactions at your fingertips. Go to the Copilot icon in Outlook and select “Draft with Copilot.” Type a prompt, such as “Draft a follow-up email.” [Customer’s Name] Summarize recent meetings and address concerns.” Copilot creates thoughtful email drafts for you to review and personalize further. This not only saves you time, but also ensures that follow-up is done quickly and professionally.

Here is a sample image of Copilot in an Outlook prompt.

Image of a response generated by Copilot in Outlook.