{"id":51814,"date":"2022-08-03T19:25:00","date_gmt":"2022-10-18T19:25:01","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=51814"},"modified":"2023-10-05T16:06:47","modified_gmt":"2023-10-05T05:06:47","slug":"6-tips-for-designing-an-amazing-self-service-portal","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/6-tips-for-designing-an-amazing-self-service-portal\/","title":{"rendered":"6 Tips for Designing an Amazing Self-Service Portal"},"content":{"rendered":"\n<p>Having a self-service <a href=\"https:\/\/www.salesforce.com\/au\/products\/service-cloud\/solutions\/call-center-management\/\" target=\"_blank\" rel=\" noopener\">customer support platform<\/a> is essential in today\u2019s digital-first world. <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-the-connected-customer\/?d=7013y000000ZsyyAAC&amp;nc=7013y000000Zsz3AAC\" target=\"_blank\" rel=\"noopener\">More than half of all customers<\/a> prefer to use self-service portals rather than pick up the phone and talk to someone.<\/p>\n\n\n\n<p>Building a customer-friendly, self-service support centre is an <a href=\"https:\/\/www.salesforce.com\/au\/blog\/2018\/06\/big-red-group--how-tech-aids-in-driving-small-business-growth.html\" target=\"_blank\" rel=\"noopener\">effective and cost-efficient<\/a> way to grow your business. You just have to do it right. Here are six tips to help design an amazing self-service portal experience:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"1-direct-customers-to-your-self-service-site\">1. Direct customers to your self-service site<\/h2>\n\n\n\n<p>It sounds like a no-brainer, but it\u2019s true. Your support site will only be successful if customers know it exists. This can be especially challenging for established businesses needing to transition customers over to a newly launched support site.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cYour support site can only be successful if customers know it exists.\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=6%20Tips%20for%20Designing%20an%20Amazing%20Self-Service%20Portal\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=6%20Tips%20for%20Designing%20an%20Amazing%20Self-Service%20Portal&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"6 Tips for Designing an Amazing Self-Service Portal\" https:\/\/www.salesforce.com\/au\/blog\/6-tips-for-designing-an-amazing-self-service-portal\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Calls to action that send customers to your new self-service portal are the simplest way to do this is \u2014 place links to your support centre throughout your website. And if your product is online, you should add self-service links to that too. You should make it as easy as possible for your customers to find your self-service offerings.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"2-create-the-right-self-service-content\">2. Create the right self-service content<\/h2>\n\n\n\n<p>Your self-service portal is only useful if it has the answers your customers need. To help identify what content you need to create, keep and analyse the records of service calls. Your <a href=\"https:\/\/www.salesforce.com\/au\/products\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noopener\">helpdesk software<\/a> should allow you to <a href=\"https:\/\/www.salesforce.com\/au\/blog\/2017\/02\/how-to-turn-customers-into-a-customer-service-team.html\" target=\"_blank\" rel=\"noopener\">create articles and other self-help content<\/a> that addresses these common support requests.<\/p>\n\n\n\n<p>Great formats to deliver self-service content include FAQs, a knowledge base with detailed product information, community bulletin boards, and videos with step-by-step instructions for resolving a problem.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"3-keep-your-knowledge-base-up-to-date\">3. Keep your knowledge base up-to-date<\/h2>\n\n\n\n<p>Your knowledge base is never really \u2018finished\u2019. To get the most out of it, you need to continuously improve your articles. Plan periodic reviews of all of your knowledge base content (including images and video), and set expiration dates that force you to revisit everything you\u2019ve created. This is especially important for FAQ content, or anything that features images or screen shots of your product.<\/p>\n\n\n\n<p>Giving customers the opportunity to rate your content is a great way to find out what needs improvement \u2014 it shows you what content needs to be optimised, and the formats your customers prefer. You can also track which topics your customers are asking about on your other service portals. If enquiries on your other service portals concentrate on one or two topics, it might mean that the self-service information you&#8217;re providing about those topics needs to be improved.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"4-make-your-self-service-portal-easy-to-navigate\">4. Make your self-service portal easy to navigate<\/h2>\n\n\n\n<p>Once you\u2019ve filled your self-service portal with great content, make sure it\u2019s easy for customers to find what they\u2019re after.<\/p>\n\n\n\n<p>Include a search bar, and make sure every topic and article is clearly labelled and properly tagged. This will help customers find the content they need easily, whether they\u2019re browsing or looking for something specific via the search tool. You should make sure your content is crawlable, so that it pops up in Google search results.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cInclude a search bar, and make sure every topic and article is clearly labelled and properly tagged.\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=6%20Tips%20for%20Designing%20an%20Amazing%20Self-Service%20Portal\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=6%20Tips%20for%20Designing%20an%20Amazing%20Self-Service%20Portal&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"6 Tips for Designing an Amazing Self-Service Portal\" https:\/\/www.salesforce.com\/au\/blog\/6-tips-for-designing-an-amazing-self-service-portal\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Don\u2019t forget to add links leading back to all available support channels and even include a contact form in the footer of your portal. This builds trust by making it easy for customers to escalate their help request \u2014 whether it be through email, live chat or phone \u2014 if they can\u2019t find the answers they need from searching your self-service portal alone.<\/p>\n\n\n\n<p>Self-service should be an extra option for customers who prefer it, rather than making customers feel like it&#8217;s their only option.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"5-make-sure-your-self-service-portal-is-on-brand\">5. Make sure your self-service portal is on-brand<\/h2>\n\n\n\n<p>You want customers to feel comfortable with your service experience. Make sure your support centre uses the same header and footer as your main website, and that the domain and subdomain are consistent (for example, \u2018company.com\u2019 and \u2018support.company.com\u2019).<\/p>\n\n\n\n<p>Sticking to your company&#8217;s style guide also ensures consistency in tone, voice and formatting across the content on your sites \u2014 after all, this is a customer touchpoint just like your marketing and sales collateral.<\/p>\n\n\n\n<p>If your business doesn&#8217;t have a style guide, find a public style guide online that suits your brand and your customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"6-optimise-your-support-centre-for-all-devices\">6. Optimise your support centre for all devices<\/h2>\n\n\n\n<p>More than half of all customers \u2014 and two-thirds of millennials \u2014 prefer online self-service to calling or using email. And chances are they\u2019re going to pick up their smartphone to kick-off the search.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201c66% of millennials prefer self-service over calling on the phone.\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=6%20Tips%20for%20Designing%20an%20Amazing%20Self-Service%20Portal\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=6%20Tips%20for%20Designing%20an%20Amazing%20Self-Service%20Portal&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2F6-tips-for-designing-an-amazing-self-service-portal%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"6 Tips for Designing an Amazing Self-Service Portal\" https:\/\/www.salesforce.com\/au\/blog\/6-tips-for-designing-an-amazing-self-service-portal\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<p>Responsive design \u2014 meaning, no matter what size screen your site is viewed on, the content automatically reformats to fit on the screen \u2014 needs to be the standard for your product interface, your website and, of course, your self-service portal. Also be sure to integrate support into any mobile experiences that are directly part of your product or service.<\/p>\n\n\n\n<p><b>Want to understand what\u2019s going on in the world of customer service? Download the <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-service\/?d=7013y0000022KeTAAU&amp;nc=7013y0000022KeYAAU\" target=\"_blank\" rel=\"noopener\">State of Service report<\/a> now.<\/b><\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"read-more\">Read more<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2015\/02\/8-phrases-your-customer-service-team-should-never-say-to-customers-infographic.html\" target=\"_blank\" rel=\"noopener\">8 Phrases Your Customer Service Reps Should Never Say<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2022\/05\/true-alliance-marketing-service-data.html\" target=\"_blank\" rel=\"noopener\">How True Alliance Uses Marketing and Service Data to Design Lifelong Relationships<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2022\/04\/unpacking-world-tour-sydney-service.html\" target=\"_blank\" rel=\"noopener\">Unpacking World Tour Sydney: Everything Service Pros Need to Know<\/a><\/li>\n<\/ul>\n\n\n\n<p><i>This article was updated in July 2022<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Self-service portal design can be a tricky process. These tips will help you create the self-service experience your customers expect.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2458,2519,2462,2457],"sf_content_type":[],"coauthors":[2454],"class_list":["post-51814","post","type-post","status-publish","format-standard","hentry","sf_topic-service-cloud","sf_topic-customer-service","sf_topic-research","sf_topic-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 Tips for Designing an Amazing Self-Service Portal | Salesforce<\/title>\n<meta name=\"description\" content=\"Self-service portal design can be a tricky process. 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