Excellent customer service calls for human touch and regular service delivery through various communication channels. These include live chats, phone calls, help desk applications, and more.
In comparison, however, the customer self-service portal is significantly becoming a favorite option for many businesses. It easily replaces people while improving the overall quality of service.
On its downside, the portal cannot handle some unforeseen issues and questions that arise in the course of business. This explains why human resources should not be completely scrapped off.
Benefits of Customer Self-Service Portals
There are several good reasons why a company should consider having a customer service portal on their website.
- Not time-constrained - portals are functional throughout the day and night when agents may not be available
- Less work for the human resource team - with self-service portals, customer service representatives can attend to more challenging cases as customers find solutions to their issues through the portals
- Empowering customers - portals provide a platform for customers to engage more actively with a company
- Cost-effectiveness - portals are cheaper to run and maintain and help cut down on overhead costs
Effectiveness of Customer Portals
When considering putting up self-service portals, how can you enhance their effectiveness?
Branding and Customization
The design of the portal determines how easy it is for users to navigate. Intuitive designs can save considerable time and help customers address their issues quickly. Proper customer portal branding is also a plus as it serves as a marketing strategy.
Customization of the portal can be a challenge for a company without the know-how. A good example of how much you can achieve with customization is provided by Breezy Themes, a Freshworks partner. For endless customization possibilities of your portal interface, consider using Freshdesk or Freshservice customer portal templates.
The self-help portal should stay updated with the most relevant content. If people can't easily find what they need, they get frustrated and leave the website. This could mean loss of business.
When a company introduces a new feature like the customer portal, the marketing team should present it to customers in all possible ways. This could be in the form of pop-up notifications, widgets, press releases, or newsletters.
The demand for customer self-service portals is growing as the business world changes. They are useful in helping save time, cutting down costs, and enhancing customer communication and engagement. Although they can be a one-time investment, keeping them alive and functional is crucial.