Any business where the customers feel comfortable accessing the products and services, along with the customer support elements, is going to reach heights in no time. These days, everything is controlled through different applications developed for curated reasons and deployed under a roof to enable access from anywhere in the world.
Firstly, businesses should make a transition from traditional methods, such as calling customers via phone or emailing them for information to establishing an online website to address their needs. On the other side, developing the best customer portal software to hear their frequent queries and provide solutions will be an effective way to enter their hearts.
With appropriate knowledge of what a customer portal has and how it benefits its users, reveal exciting information that supports the idea of implementing one for every business.
Knowledge base for AI-powered feature
Reducing direct contact with the customer for simple issues, which they can resolve themselves is the motive of this feature. By stacking essential documents and FAQs, it is possible to automate customer problem resolution to a great extent.
It drastically avoids the necessity for them to wait to get their queries heard and answered, enabling better engagement with their needs. When it is implemented using AI, it enhances the user experience by providing relevant content for their queries, which helps to sort their issues better.
Also, an intelligent bot can store the customer’s preferences and search history to offer an in-depth solution, leading to hearing them completely and providing the best. The search engine working behind the scenes understands their queries. It offers relevant articles to refer to with its intelligence, so, implementing this is an advantage for a business’s success.
Foster customer loyalty through the community forum
Creating a space for customers to discuss anything related to their queries on your brands among peers is an initiative to boost your business. They interact and share information through which the burden on your customer support team comes down to a great extent. It builds strong trust with your company, leading to a better retention rate and new customers approaching. If the issues remain unresolved, your support team can enter the space and provide solutions. So, in this way, building an understanding of how your business runs is feasible.
Escalation feature
Some issues may need to involve human agents from your team to understand and resolve. It might also be a previously unknown or unseen issue and requires adequate knowledge to rectify it promptly. A feature should be built into the website for customers to escalate the issue so that they don’t feel unheard or ignored. It tells how instantly you value their inputs or queries, which bolsters business growth. It is a must feature to include in the portal for managing anything arising immediately and offering smooth navigation throughout the site.
High-end security and privacy
The encryption standards used for the information have become strong enough to protect it from information theft by hackers or intruders. Also, through this, privacy is maintained for every customer interaction happening in the portal. By keeping in mind the techniques involved in customer project management, this feature is included to strengthen the trust among the users, thereby increasing customer engagement and support. No worries about the sensitive data that a customer enters, as it is masked using high-end information protection standards.
How do you decipher whether you need a customer portal?
The business you own might seem like it doesn’t require a portal, but with the below points, you can crack whether or not to have one.
- Understanding the number of live customer interactions will tell a number that decides whether you need an intelligent system to handle a bunch of customers simultaneously and reduce the waiting period.
- Knowing the issues that a customer is calling to resolve and how many calls are being received in a day will clear the clouds to set up a portal.
- The product or service you deliver should be analysed for its technical simplicity, and accordingly, setting up a portal will help resolve any issues timely.
- Gathering customer feedback on whether they require a portal to address queries and calls for having one. It tells that you heard their needs and worked on it diligently.
- If your competitors are providing a smart solution for customers, then you need to deploy a portal to ensure you stay in the market.
Every problem has a technical solution nowadays because of the advancement in methods of how it is solved. So, hosting the best customer portal software for immediate support is not an additional but a necessary tool to enable quick and up-to-date resolution. Incorporating technological tools into your business helps advance rapidly in this fast-paced market. It is a good investment for generating revenue and developing customer relationships. Thus, research the companies offering such solutions, hire a team and host a portal.
