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Didn’t you just adore your first pocket money or your first car or the first taste of independence? There is always a certainty of excitement that is followed by the newfound independence in each of our lives. While the customers today live and breathe in the era of DIY (do it yourself), tech b
Didn’t you just adore your first pocket money or your first car or the first taste of independence? There is always a certainty of excitement that is followed by the newfound independence in each of our lives. While the customers today live and breathe in the era of DIY (do it yourself), tech booms, and rising expectations, going self-dependent is heavily sought after. Whether you see it as a traditional business portal or an online customer portal, the essence stays common. All of which caters to empower their presence with technology, evolve with the demand for customer self-service options, and augment the overall customer experience quotient.
The recent years have seen a huge shift in meeting the rise in customer expectations with self-service channels. In fact, 91% of a survey respondents claim that they would anytime prefer an online knowledge base if it were available and specifically tailored to their demands. To know exactly what a customer portal is why is it so crucially benefitting to your company, read on.
A customer portal is a one-stop-shop for online self-service support and more like a single point of access to the product or company’s information. Via a portal a user can request services, resolves issues, and find more information about a particular subject. It is also a great way to boost up customer-company relationships as well. Moreover, it makes it easier for a customer to solutionize their query without the need for a real customer support executive.
While the reasons behind a client using your customer portal could depend on a multitude of factors, there are still some common drivers that increase online engagement within the community. Let us explore them.
A well-defined customer service portal aids in saving time and locating information to the clients by scouring the past issues, if any. The second a customer logs in, they can be addressed with a welcome back message.
Additionally, the portal can track their previous purchases and suggest specific topics of expertise based on that. By imbibing this personalized treatment, the customer now knows that their presence is being valued and their concerns are being taken care of.
Driving customers away from your site to find information does not sound like a good marketing strategy. However, a customer would love to find it all under one roof. This is exactly what a portal does – it centralizes the resources into a bundle so that a customer knows where to find them without getting lost in the confusion.
Eventually, this triggers the volume of customer satisfaction and customer engagement. This will also work in your favor by converting a new prospect into a loyal brand advocate in no time.
The more a customer can ascertain an answer for his queries himself, the lesser will be the dependency to go for a customer support executive. This in a way reduces the amount of support needed and the rise in the number of tickets will also decline.
In simpler terms, the cost incurred to hire a customer service rep will reduce as now the customer can find all the help he needs in the portal itself.
When people come and access your site to fetch answers, this in a way pulls in more traffic intelligently. This shows that the potential customers trust the credibility, given by the company and thus sees a massive increase in the visibility, by bringing in users that are searching for a related issue.
And when more users reach your site and browse, it triggers more traffic and gives more chance to rank better in the search engine as well.12
Managing your customer portal just about right passes a soft message to the people that you are serious about your business and that you truly care about your audience. Moreover, when effectively managed, it won’t only cut down on the support tickets but also regale your customers with 24×7 information. As you use a portal, you will have the power to delve deeper into the transactional data and revamp your customer satisfaction rate on a broader scale. Over and above, you can now save a fortune on your time and resources and give personalization a nudge.
An implementation engineer with six years of experience is a seasoned professional specialising in implementing and integrating complex systems and technologies for businesses. Possessing a diverse skill set that combines technical expertise, and project management capabilities.
Published December 23, 2020, Updated June 07, 2023
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