Allowing your customers to take on some of the support responsibilities will improve the customer experience and introduce new ideas.
Since 90% of consumers want firms to have an online customer portal, this isn’t as wild as it seems. When it comes to dealing with their own issues, clients seem to be open to the notion.
Your customers will be able to rapidly access features and tools that will allow them to figure out the solutions to their problems and enquiries using customer portals. Among the various features they may utilize are the knowledge base, chat services, and service requests.
- What is a Customer Portal?
- 3 Benefits of Establishing a Customer Service Portal
- Recommended practices for your company’s customer-facing portal
What is a Customer Portal?
A customer service portal is a software interface or digital sharing place that offers your customers with insight into their interactions with your organization.
The self-service portal allows your consumers access to information and support tools to handle their problems. They may also submit support requests or contact your customer care professionals through live chat if they can’t discover a resolution.
3 Benefits of Establishing a Customer Service Portal
You have an edge over your competition if you provide customer portal solutions. Below are some of the most crucial benefits of having customer service portals.
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Ensure that information is accessible at any given moment
Your customers will always have access to important information thanks to a customer service portal. Whether it’s during a holiday or after business hours, customers can readily get the information, resources, and support features they need without waiting for your agents to come online. This helps them to handle inquiries and concerns more effectively.
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Agent Productivity should be increased
This software reduces the workload of customer service representatives. They may spend more time helping customers who don’t utilize your support portals since they have less tickets and phone calls to deal with.
Your customer service will improve since your personnel will be able to more quickly and effectively fix problems and respond to emails and phone calls from customers.
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Gather Important Information about Client Problems
Custom fields may be added to ticket forms in a customer portal to enable customers to offer more detailed information and speed up contact with the company.
As a result of the data acquired, your customer support personnel have a better understanding of the issue at hand, resulting in less back-and-forth discussion. Your customer service representatives will be able to deal with problems faster as a result of this.
Recommended practices for your company’s customer-facing portal
To get the most out of your customer portals, here are some recommendations.
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Focus on the Most Frequent Issues your Clients are Facing
This will save customers both time and effort by providing them with the information they need.
Identify the most common issues that cause consumers to contact your customer service department. Then, put the guide on your self-service homepage, where it will be easy to find and to use.
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Ensure that your Contents are Up to Date
Make sure your knowledge base is up-to-date and accurate at all times to prevent providing obsolete or incorrect information to your consumers.
Providing inaccurate information to your consumers not only annoys them. It also leads to a deluge of customer support calls and emails. It also harms your brand’s reputation since it undermines the customer’s experience.
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Keep Support Tickets Secure
Support requests allow customers to disclose personal information. Make sure that everyone who has access to your company’s sensitive information has the proper clearance and will only use it for the intended purpose. To ensure the safety of client tickets, make sure they need a login.