Customizable portal software enables you to offer self-service options without sacrificing your brand aesthetic. Here are five common features to look for and evaluate.Ĭohesive branding is a must for customer retention and recognition.
There are several high-level features you’ll find in most modern customer portals. You’re already collecting data about your customer’s needs, preferences, and buying habits, so use your insights to make big and small gestures in the customer portal-everything from sending a happy birthday message to offering a discount code.Įxample: After a customer purchases the same product multiple times, you greet them with a coupon for that product the next time they log in to the portal. On the client portal, they submit a ticket reporting the issue and upload multiple pictures that show the damage.Ī client portal allows businesses to deliver more personalized experiences. Plus, you can centralize other customer interactions like ticket tracking, billing, messaging, and more.Įxample: A customer receives a meal-kit delivery and notices one of the food containers is damaged. With a customer portal, you have much higher limits on the size and type of files you can upload. This makes them far more flexible than email-or any other communication method, for that matter.
The best client portals are entrances to a comprehensive online support experience. An encrypted, secure portal can give you peace of mind that your sensitive information will weather the storm.Įxample: Customers can set up two-factor authentication for their client portal accounts to add an extra layer of security beyond their password. Think of a client portal as an umbrella sheltering you from potential data breaches or leaks. How many people use an umbrella on a rainy day? Although the rain won’t hurt you, it’s nice to have some extra protection from the elements. When they log in to their customer portal, they can quickly find their purchases and tracking numbers-no need to contact customer support. A customer portal greatly reduces the risk of your agents becoming overwhelmed.Įffective portals prevent a large number of customers who want to do simple things-like view status updates and find help articles-from directly reaching out to a business.Įxample: A customer wants to know when they can expect their package to arrive after accidentally deleting a shipping email.
It’s unfair to your agents, and it’s unsustainable if you’re trying to maintain a high level of customer satisfaction. It’s unrealistic and inefficient to try to assign an agent to every single customer inquiry.
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The customer is able to locate and log in to the client portal and update the address. In the Zendesk Customer Experience Trends Report 2022, we found that 83 percent of consumers will spend more money with businesses that allow them to find the information they need without having to contact customer service.Įxample: After placing an order, a customer realizes they need to change the delivery address, but it’s after business hours and service agents aren’t online. Instead, you can offer them on-demand information so they can find what they need when they need it, including after-hours or on the weekends when agents aren’t available. With a well-implemented customer portal, you save customers from waiting on one of your agents to respond. Let’s break down some key client portal benefits.Ĭustomers expect high-quality support the moment they request it-especially if they’re experiencing an issue with your product or service. With a customer portal, buyers can log in anytime they want and get access to things they need without having to contact the company. Many companies now use client portals to put the power in customers’ hands. Customers needing this information are forced to reach out to the company, ultimately taking account executives and customer service representatives away from other work. And while this medium can be an effective outreach tool, it doesn’t give customers quick access to the things they want, like status updates to open customer service tickets or account information. In the early days of the internet, email was king. What are the benefits of client portal software?
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