{"id":2617,"date":"2021-05-25T12:59:20","date_gmt":"2021-05-25T07:29:20","guid":{"rendered":"https:\/\/w.indiaondesk.com\/crmjetty\/how-build-a-customer-portal\/"},"modified":"2021-08-13T18:11:55","modified_gmt":"2021-08-13T12:41:55","slug":"all-you-need-know-customer-self-service-portal","status":"publish","type":"post","link":"https:\/\/w.indiaondesk.com\/crmjetty\/all-you-need-know-customer-self-service-portal\/","title":{"rendered":"All You Need to Know about a Customer Self-Service Portal"},"content":{"rendered":"
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Until a few years back, people had hardly any option but to call customer service for their queries. They had to wait for a long time during peak hours before a customer service agent would attend them. To add to that, the number of daily service hours would also be generally fixed. <\/p>\n

Things have, however, changed now. Customers have become smarter and no longer like or want manual customer support. Instead, they want information that they can use to find solutions to their problems themselves. The advent of customer self-service portals has also revolutionized traditional customer support services. To keep up with the latest developments in customer service and to serve customers digitally, most B2B and B2C companies have adopted customer self-service. <\/p>\n

A customer self-service portal is a website or application that customers can use to search for answers to their queries or questions, place orders, generate tickets, or do more without any manual intervention. It primarily includes components like an online community, ticketing service, how-to guides and videos, knowledge base articles, user manuals, help documentation, search functionality, chatbots, and more. <\/p>\n

Benefits of a Customer Self-Service Portal <\/h2>\n

Below are some general benefits your organization can get by integrating a customer self-service portal:<\/p>\n

1. Reduced Customer Support Expenses<\/h3>\n

With a good self-service portal, the need to hire an extensive customer support team goes down. A portal automates almost all the customer service work and helps you save on hiring and training support agents. This helps you increase profitability and return on investment in the long run. <\/p>\n

2. Improved Productivity<\/h3>\n

A customer self-service portal helps enhance customer service agents\u2019 productivity. This is because they don\u2019t have to spend time answering redundant questions and concerns. They can instead get more time to figure out solutions to more complex problems, which helps enhance their productivity and customers\u2019 experience. <\/p>\n

3. Enhanced Sales<\/h3>\n

By improving customers\u2019 experience, a self-service portal also helps boost sales. The better your customer service is, the more likely the customers will return to your store in the future. Over time, the base of repeat customers will expand, leading to increased sales and word-of-mouth publicity. <\/p>\n

4. 24\/7 Customer Support<\/h3>\n

There is no limit to the number of hours a self-service portal can work, unlike a customer support team. A portal is also not prone to exhaustion and lethargy, unlike humans. This helps provide seamless customer support day in and day out through a self-service portal. <\/p>\n

5. Enhanced Content Delivery<\/h3>\n

A self-service portal helps you fine-tune your content delivery. By analyzing customers\u2019 most common issues and problems, you can curate your content accordingly on your portal. You can also revise your content to include updated FAQs, documentation, manuals, and informative videos. <\/p>\n

6. Increases Website Traffic<\/h3>\n

Businesses often look for ways to increase website traffic at nominal prices. A customer portal is a good indirect way to boost your website traffic. Good knowledge base articles on your portal compel customers, and they take more interest in your brand. They may also visit your website, which helps increase your brand awareness and traffic. <\/p>\n

7. Boost in Social Media Visibility and Outreach<\/h3>\n

Redirecting customers on your portal to your different social media accounts can also help you increase interactions on these accounts. With these interactions, your customer relationships can become strong, and your social media presence and outreach can expand easily. <\/p>\n

8. More Cost-Effective <\/h3>\n

According to Forrester and Oracle, the approximate cost per contact<\/a>, according to research by, is:<\/p>\n