With the initiation of advanced technology, brands are continually looking for reliable customer self-service portal solutions to enhance brand image.
According to Forrester Research, self-service portals have a staggering 80% usage across all the industries, with a 60% increase in customer rate.
Apart from quicker customer service, a self-servicing portal is a great way to boost customer relationships and outreach.
What is a self-servicing portal?
Typically, a self-servicing portal is a website or an app that acts as customer service for partners, clients, suppliers, etc., to answer questions, conduct individual businesses, check the status, and many more. With a useful self-servicing portal, businesses can run smoothly with support personnel left to deal with more complicated complex issues.
These portals are getting popular due to several reasons. From faster solutions to enhanced social engagement, here are some of the benefits of self-service portals.
Improving agent productivity
With lesser calls and support tickets, customer representatives can spend more time on complex issues. With more time allotted for customers who aren’t using self-servicing platforms, it will augment productivity.
The more customers can help themselves by answering questions or a transaction; the less likely they are to submit a ticket.
Chance for personalization
A well-designed self-servicing portal allows customers’ previous struggles to be remembered repurposed for the future. This gives clients a quicker solution and also a ‘wow’ moment.
For instance, whenever a customer logs in, portals can address them by their name. They can often remember the products that the particular customer purchased or even display topics that will be relevant to them. These little bits of personalization can create significant value for the customer.
Customers to learn new skills
A company providing a product/service to a customer can also contribute to expanding customer skills. They can assist customers to solve their problems on their own.
For instance, how-to-videos, or step-by-step guides, pictures, and infographics are some ways to get correct information across. Some portals also use hints or tips to help your customers know their product inside out.
A budget-friendly option for 24-hour support
Suppose your client can find an answer to their problem independently. It reduces the cost of investing in customer service as your business grows. Even for start-ups, one of the most significant advantages of self-servicing portals is to create 24-hour support without investing heavily in manual support systems.
In turn, this 24-hour support system creates a more favorable impression of your company.
Improved social engagement
Self-servicing portals are perceived as high-end technology by people. Especially in the retail sector, an outlet like this creates an impression of innovative thinking.
Suppose businesses have a portal with a knowledge base. It can be dispersed correctly across social media about with content relevant to the product. This increased social media activity is bound to boost brand voice and visibility, engaging more customers across multi-channel platforms.
Self-servicing portals can increase web traffic
With information source and authority in its field or industry, a self-servicing portal is a smart idea to bring in more traffic.
Bloggers and writers can share more information on the portal through videos or blogs. Their articles, with relevant keywords, will increase visibility by bringing in users searching for related solutions.
Self-servicing portals can be extremely beneficial for your company, provided they are fully optimized and elevated to function correctly. If you are looking for digital transformation for your business, consider opting for a well-implemented self-servicing portal. For your customized digital transformation solution, Contact Us.