An increasing number of businesses are recognising the benefits of reliable and dedicated self service portals for improving overall brand image and customer service. Self service portals provide customers with instant access to information, allow personalisation, and save valuable time and organisational resources. Consequently, 60% of businesses expect to implement self service portals within the next 12–18 months.
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:
The best way to see how Salesforce is revolutionising customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
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