Self-service isn’t just good for your customers — it’s good for your business, too. Here are just a few of the ways that a customer self-service portal can add value:
1. Deflect more cases by giving customers the right information, fast
A customer self-service portal offers detailed answers to popular topics like order history and loyalty status, increasing case deflection and driving revenue back to your business. Self-service also aligns with customers’ preference for solving simple problems on their own, which can boost key service metrics like customer satisfaction score, customer effort score, and Net Promoter Score.
Be sure to include links in your portal to other support channels – your help center, your customer community, and your service agents – so customers can quickly access help if they can’t solve their issue on their own. Embedding a customer service chatbot is also a great way to support your customers on their self-service journey.
2. Personalize the customer experience
A logged-in, authenticated experience that reflects a customer’s interactions with your company is more personal than a public site open to everyone.
This is where the power of data gives you a major advantage. In your portal, you can address each customer by name and display a record of their past purchases. You can serve up relevant offers based on their activity history, such as perks and reward programs they might qualify for.
By surfacing recommended actions relevant to each user’s experience, you can use your self-service portal to deliver proactive support so your customers can complete common tasks in less time.
3. Give agents time to focus on bigger issues
A customer self-service portal takes care of common, routine questions and concerns. The more customers use your portal, the more adept they become at solving similar issues in the future. This allows agents to devote their time to customers who require more assistance.
4. Deliver 24/7 support while keeping costs low
One of the primary advantages of a customer self-service portal is its round-the-clock availability. Customers can access information, submit inquiries, and resolve issues at any time, eliminating the constraints of traditional business hours.
This level of accessibility caters to the diverse schedules of today's consumers, providing them with the freedom to engage with your brand when it suits them best. This convenience contributes significantly to customer satisfaction and loyalty — all while delivering substantial cost savings.