Skip to main content

Featured

Has Technology Improved Our Lives?

Technology has undeniably transformed the way we live, work, communicate, and interact with the world around us. From the creation of the wheel to the advent of the internet age, technology has played a pivotal role in shaping human progress and enhancing our lives in numerous ways. While it has brought about a myriad of advancements and conveniences, its impact on our lives is multifaceted, surrounding both positive and negative aspects. One of the most apparent benefits of technology is the significant improvements in healthcare. Medical advancements, such as diagnostic tools, surgical techniques, and pharmaceutical developments, have extended life expectancy and enhanced the quality of life for millions worldwide. Technology has enabled the creation of life-saving vaccines, sophisticated medical imaging devices, and also telemedicine, allowing patients to access healthcare remotely. Furthermore, has revolutionized communication and connectivity. With the escalation of the intern

Fine customer portal software


A customer portal is a dedicated hub where customers can manage their relationships with your company. Learn why it's important and how to build it yourself.

Posted by Hannah Wren, Content Marketing Coordinator

 

Last updated on April 18, 2022

 

Customer Portal

The research is detailed: customers want to help themselves. 69% want to solve as many problems as possible on their own, and 63% always or almost always start looking for company resources online when they encounter an issue. This is because it saves them the time it takes to call your business, especially for simple questions and quick fixes. And self-service becomes especially important for customer service during a crisis when you're faced with a massive wave of support requests and customers who need support as quickly as possible.

 


As the level of self-service continues to rise, the customer portal has become an expectation for companies to be rewarded rather than rewarded: 90 per cent of customers reported that they expect companies to offer a customer portal. Online self-service in a Microsoft study If you're looking to improve your self-service strategy, read on to learn five ways to use your customer portal to build stronger, more trusted customer relationships. 

What is the customer portal?

A customer portal is a dedicated hub where customers can manage their relationship with your company, such as checking the status of open support requests, following relevant knowledge base articles, and contributing to your community. It connects your company's self-service functions in a dedicated place that can live on your website and mobile app.

 

By integrating with other systems, the customer portal can also allow customers to view and make changes to their account information, such as changing the shipping address or cancelling a reservation.

 

A customer portal is a space that allows your customers to find information tailored to your service that will enable them to find information about their relationship with your business without having to ask.

Madison Davis, Zendesk Director of Content Management

 

Why are customer portals important in customer service?

Seventy per cent of customers say they expect a business to have a self-service portal or content available to them, according to the Customer Experience Trends 2022 report.

 

A support portal is an increasingly important touch point in customer service because it allows companies to put the power in customers' hands, giving them the ability to instantly access information any time they need it, without the friction of communicating directly with your company... While traditional support channels like email and phone are still crucial for the most pressing concerns, they often don't give customers quick access to the simple answers they expect, like how to change the password of your account.

 

Customer Portal Benefits

These are some of the benefits of a customer portal.

 

Increase customer satisfaction:

According to the 2020 Zendesk Customer Experience Trends Report, while customers want and expect self-service, only a third of companies offer any form. Customer portal adoption enables companies to increase customer satisfaction and improve customer retention by meeting customer expectations and differentiating themselves from the competition.

 

Increase agent productivity:

The Customer Portal takes some of the pressure off agents and lets them focus on the most pressing issues by allowing customers to find solutions for themselves. In addition to accessing the knowledge base and community forum, customers can also review their previous conversations with support, so they don't have to ask the same question twice.

 

By removing the unnecessary touch point to interact directly with the agent, especially for repeat requests and FAQs, the customer portal saves agents time and increases their engagement. It's also less expensive to solve problems in a public place than it is to work one-on-one with an agent.

 

Provides an extra layer of security:

Features such as encryption allow customers to securely upload and access sensitive information, such as a document containing sensitive information. The customer portal also provides more capabilities than other customer support channels, such as email or SMS, including higher file size limits and access. 

Popular Posts