Customer portals effectively merge technology with self-service support so consumers can find the information they need to manage their subscriptions, place orders, and solve common product issues on their own. We've already experienced a transition in the buyer's journey to self-research before turning to sales, so it should come as no surprise that customers want to be self-sufficient once they make a purchase. Customer portals, accessed through your company website, help you provide the experience they're looking for and take some workload off your customer service team.
Customer Portals Explained
A customer portal is an internal system that allows a customer to access their personal information. Because this information requires that the customer have a username and password, personal information is protected. For example, a customer portal enables consumers to see account details such as their email address on file, view their past order history, and see the status of any orders, disputes, or other cases that might be open.
Another purpose for a customer portal is to add a knowledge base, which allows consumers to research any questions or issues they might have with the company's services or products. Using the knowledge base in the customer portal, a consumer can discover any similar incidents that other people might be experiencing and learn about the solutions that have been successful previously.
Portals For Your Customers
The most useful customer portals are those that are tailored to the needs of a specific business. It goes beyond a surface-level help system and enables a business to provide its customers with a deeper level of support and functionality. A custom-built portal like this also provides your customers with the ability to fully personalize their own experience. This can be in the form of saving articles, adding tabs, or engaging in advanced searches.
Benefits of Customer Portals for Businesses
Empowering customers with the ability to help themselves when and where they want allows businesses to provide them with the kind of experience consumers are looking for. A company that provides their type of forward-thinking service can stay competitive in the ever-changing business world of today.
Another benefit for organizations that decide to implement a customer portal is that consumers can find the answers to many of their questions and concerns on their own. This takes weight off the customer service team's shoulders and allows them to focus on more complex issues.
Customers who can access an expansive self-service help options find that the business is trustworthy, dependable, and knowledgeable. The business and the customer are partners in their shared experience. The business knows that their customers want the ability to be self-sufficient in order to build a relationship that goes beyond a one-off experience.