So you're thinking of building a self-service portal for your business? This is great news, but there are many considerations to consider before setting up your business's self-service portal.
With customer service costs rising, many businesses are turning to self-service portals for cost-effective solutions. Customers are increasingly interested in self-service solutions, making it a smart investment for small to mid-sized businesses. Self-service portals enable customers to find information, process transactions, and manage their accounts independently of customer service staff. Some self-service solutions also enable customers to do this 24/7, eliminating the need for costly call centers. 60% of organizations plan to implement a portal within the next year.
How can a self-service portal benefit your business?
Self-service portals are online, self-service systems that allow a company's customers to find answers to questions and resolve issues independently. This customer support feature allows customers to request information, submit service requests, and interact with customer representatives using common web tools such as bulletin boards, chats, e-mail, and forms. Some of the most popular features that make up a self-service portal include knowledge bases, self-registration, password reset, customer collaboration tools, and obtaining product information.
The self-service portal makes it easier for customers to help themselves and each other; companies can retain more customers, prevent wasting time on the phone with customer service, and eliminate unnecessary costs. Following are some benefits of implementing a self-service portal to your business;
1. Reduce customer service cost
They don't call these portals "self-service" for no reason. There is a lot you can do with the help of a good self-service portal, and everything on your website is better when you have one. Plus, as soon as customers start finding solutions for their problems on their own, it will reduce the needed amount of support and decrease the volume of tickets. And there will not much need to invest in customer service as your company grows. That's why self-service portals are key to growing your SaaS business and cutting costs simultaneously.
2. Leverage personal information
Information is power, which means that information that is structured, organized, and easy to find is a powerful business asset. A self-service portal allows users to log in and find the information they need quickly and easily. This feature is valuable to you as a business because it means clients are more likely to find the answer to their questions independently, which frees up your time, energy, and resources. The website includes:
- An application form.
- A knowledge base.
- FAQ section.
- Interactive guides that present information on using your product or service effectively.
A self-service portal allows customers to search and view information relevant to their accounts based on past purchases.
3. Teach customers new skills
Portals are an effective way for customers to learn about a certain product or service, whether by using self-sufficiency tools to clean up their issues or through the help of images, diagrams, and screenshots. A portal gives them guided instructions to be able to get things right. Using portals, customers can quickly follow the steps to fix problems without help from a third party. A high-quality portal is easy to use and provides the right information in a clear and easy format for customers to understand.
The best portals are user-friendly, with support for many different technologies. They are set up so that customers can easily go from start to finish in a self-service format. It always has easy-to-follow steps and provides links to more information when needed. The information also includes links to simple explanations and visual examples that are easy to follow.
4. Boost site traffic
A knowledge base is an effective way to increase website traffic and gain credibility. There are many different types of content marketing, and one type of content that nearly every business needs is a knowledge base. A self-service portal helps to answer your customers' questions and educate them on how your products work or maybe even inspire them to purchase. Therefore, a customized knowledge base can be a great tool to increase website traffic and build brand awareness.
5. Improve agent productivity
Everyone knows that a strong customer support experience is good for business. Customers who can find the answers they're looking for online or via self-service channels are more likely to spend money, be easier to deal with, and return in the future. With a self-service portal in place, agents can spend less time fielding calls and more time with customers. With 80% of unhappy customers citing bad service as their reason for leaving, it's more important than ever to provide an excellent customer experience and help agents work toward that by giving them the tools they need with a self-service portal.
In a nutshell, self-service portals can significantly improve the customer service experience and increase business productivity and efficiency. Self-Service Portals makes them an instant success with both customers and companies - those who have implemented them. They report increased profits, improved company image, repeat business, and greater sales. This is an exciting time for businesses; the possibilities are endless for companies large and small, even when it comes to software development.