We live in a world that’s becoming more self-sufficient and increasingly online.
Data from Capterra states that 75% of customers want to solve product or service problems on their own, without relying on agents or customer service representatives through phone or email.
By providing a quality customer portal, you’re fulfilling what customers want quickly, appealing to a new generation of consumers, and all this whilst boosting your internal efficiency.
A customer portal can help your organisation meet the needs of your valued clients 24/7, as well as providing a revenue stream at all times of the day. While a customer can manage their account, find quick solutions to their problems, and buy further products all through their customised portal, your support staff are freed up to focus on other tasks that move your business forward.
Given the ‘instant’ world we work in, customer satisfaction is immediately met if they can fulfil their objectives straightaway. A great customer portal will bring information, documents and answers immediately to a customer’s fingertips in just a few clicks (or taps). With customers accessing this at any point, the efficiency of your business to meet customer objectives is improved rapidly.
The damage of not having a customer portal is staggering. According to Microsoft, 90% of consumers expect a business to have a customer portal. If you cannot satisfy customer demands, they’re likely to leave your business for a competitor.
Technology and web development can be used in a multitude of different ways to tackle the inefficiencies of your business – we’ve barely scratched the surface in this article. Through migrating, integrating or replacing your software system and databases, as well as harnessing the power of customer portals, your organisation can vastly improve the productivity and profitability of your company.