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SELF SERVICE PORTAL
The Importance of Self Service Portals
What are the Benefits of Self Service Portals?
A self service portal is a collection of self-help functions that are open to the end users (aka customers) and accessible through a company’s website. Self service features include self-resolution of issues through use of a knowledge base, password reset, self-logging of incidents, collaborative spaces, service requests and chat services.
They also feature end users as a first line of support, and empower those customers to find information, request services, and resolve their issues. The portal provides customers with a fast and direct way of getting answers to a variety of questions and issues.
A self-service portal is also an extremely efficient way of outreaching to new customers, boosting customer-to-customer relationships, and improving company-customer relationships.
When portals are planned and implemented appropriately, they have a positive impact on an organisation’s productivity and IT customer satisfaction. A good self service portal delivers tangible benefits to service desks, end users and the business as a whole. The following are just some of the benefits of employee and customer self service portals:
1. Self Service Portals Reduces Customer Service Costs.
2. Self Service Portals Improve Agent Productivity.
3. Self Service Portals Teach Customers New Skills.
Portals expand clients’ knowledge and skills, and give them the tools they require for solving other similar issues in the future. Portals provide detailed information beyond the basics when delivering answers to commonly-asked questions.
They use simple ways of getting the information across through step-by-step guides and how-to videos sometimes with images, diagrams and screenshots. These methods are especially useful for more visual customers, and customers who need a few hands-on trials before getting things right. The portal can also include tips, hints, and other agile practices to help customers learn a company’s product inside out.
4. Self Service Portals Boosts Site Traffic.
The customised knowledge base of the self service portal acts as a useful tool for bringing in more website traffic, and marks a business as an information source and authority in its field or industry. As a result, current or potential clients place trust in the company, increasing the company’s credibility and brand visibility.
Other voices, such as writers, bloggers, and clients can also share information via a self-service platform with forums or questions/answers functionality. Their articles primarily aimed at sharing solutions to problems surrounding the product can increase visibility by bringing in users that are searching for related solutions.
An attractive, reliable and responsive self-service portal ensures that customers can access all information in one place. That means strong, high-visibility portals addressing customers’ needs always have traffic. The company can also leverage external customer service experts to contribute to the enterprise’s knowledge base by sharing a blog post or speaking on one of the forums. This helps alleviate organisational resources that would have been necessary to deliver all the answers. It also encompasses a variety of voices from different backgrounds.
5. Self Service Portals Leverage Personalised Information.
An intuitive self-service portal saves time and helps clients locate the information that they need more quickly by using information from past problems.
This becomes an even greater benefit when you also factor in the ability for customers to personalise their self service accounts. Personalisation can be a powerful tool when used with a self-service portal. Whenever consumers log in, they can be addressed by name upon their welcome screen. The self service portal can keep a record of the products or services purchased and display the specific topics of expertise relevant to them. This way, clients realise that the business treats them as a valued partner with unique preferences. Personalisation also ensures that the company learns about the problems and issues customers experience on occasion, and takes the necessary steps to address these issues adequately.